Feedback
We value your feedback. We want to know when we get things right, and we act on what we get wrong. The easiest way to provide us with feedback is via the website's Friends and Family Test.
We welcome constructive comments and suggestions for improving our service to patients.
Complaints
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at The Old Fire Station Surgery.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints. Alternatively, ask to speak to the Practice Manager.
A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can complain via email to
hiowicb-hsi.oldfirestationsurgery@nhs.net
Investigating complaints
The Old Fire Station Surgery will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
The Old Fire Station Surgery will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
The Old Fire Station Surgery allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.
Final response
The Old Fire Station Surgery will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our organisation policy.
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The Practice Management Team will respond to all complaints within three business days.
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.
If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:
NHS England
PO BOX 16738
Redditch
B97 9PT
03003 112233
england.contactus@nhs.net
Advocacy support
Further action
If you are dissatisfied with the outcome of your complaint from either NHS England or this organisation then you can escalate your complaint to:
Parliamentary Health Service Ombudsman (PHSO)
Milbank Tower
Milbank
London
SW1P 4QP
Tel: 0345 015 4033