Comments, Complaints and Suggestions
Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide. We emphasise that it will approach complaints in a non-discriminatory manner and therefore patients will not be discriminated against when complaints are made. The Practice will ensure that all patients, carers and relatives are not treated adversely regardless of the nature of the complaint made, as we feel you have the right to let us know if you feel there are issues to be addressed.
Making a complaint
If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:
- Within 6 months of the incident that caused the problem; or
- Within 6 months of discovering that you have a problem, provided that is within 12 months of the incident.
The Practice Manager, Mrs Sara Atkinson or the Team Leader, Ms Harpreet Kaur Mahli, will be pleased to deal with any complaint. Reception will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:
In person – ask to speak to The Practice Manager, Mrs Sara Atkinson or Team Leader Harpreet Kaur Malhi, if they are available, or alternatively please hand in or post your written complaint, which we will then respond to.
In writing – give as much information as you can, then send your complaint to the practice for the attention of Mrs Sara Atkinson, The Practice Manager as soon as possible .
What you can do next
We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.
If you remain dissatisfied with the responses to your complaint,
You have the right to approach the following:
Write to: The Complaints Manager
NHS England, PO box 16738, Redditch, B97 9PT
The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank
London SW1P 4QP Tel: 0345 0154033
For help and support with a complaint you can contact
NHS Complaints Advocacy 0300 020 0093
Help us get it right
We constantly try to improve the service we offer. Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better
Meadows Health Centre