We always try to provide the best services possible, but there may be times when you feel this has not happened. We have a procedure in place to enable you to let us know if you have a complaint or concern about the service you have received from either doctors or staff working at this practice. If you wish to make a complaint, refer to the complaint procedure which is displayed above the suggestion box in the patient waiting area, which will explain the process. All complaints will be recorded and written complaints will be acknowledged within three working days of receipt. 

Comments and Complaints Procedure Leaflet

Practice Complaints Procedure

If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

How To File A Complaint

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact Practice Manager / Dr Alam, who will try to resolve the issue and offer you further advise on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

Within 6 months of the incident that caused the problem

OR

Within 6 months of discovering that you have a problem, provided this is within 12 months

The practice will acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date you raised it with us. At this stage you should be offered an explanation or a meeting with the person(s) involved. When the practice looks into your complaint it aims to:

• Ascertain the full circumstances of the complaint
• Make arrangements for you to discuss the problem with those concerned, if you would like this
• Make sure you receive an apology, where this is appropriate
• Identify what the practice can do to make sure the problem does not happen again

COMPLAINING TO OTHER AUTHORITIES

The practice management team hope that if you have a problem you will use the Practice Complaints Procedure. However, if you feel you cannot raise your complaint with us, you can contact any of the following bodies: 

NHS Birmingham and Solihull ICB

 

Compliments, concerns and complaints :: NHS Birmingham and Solihull

Email: bsol.patientexperience@nhs.net

Telephone: 0121 203 3313

Write to: NHS Birmingham and Solihull Integrated Care Board, Patient Experience and Complaints Team, Alpha Tower, 8th Floor, Suffolk Street Queensway, Birmingham, B1 1TT

 

 

 

Healthwatch Birmingham and Solihull

Contact Us - Healthwatch Birmingham & Solihull

Email: info@healthwatchbsol.org.uk

 

Telephone: 0800 652 5278
Write to: PO Box 16875 – Birmingham – B16 6TN

 

If you wish to make a complaint about a pharmacy, click here, this document will provide you with information on how to do so. 

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