The practice welcomes feedback both about the areas we do well in and those that may mean you feel the need to complain. Our practice promotes a culture of honesty and openness with patients and/or their representatives concerning incidents that may occur. We encourage patients, carers and our staff to communicate with us about concerns they may have. Please click on the attached document to see our statement. Being Open Policy
One of the best ways to give the practice feed back is through the friends and family test
If you feel you wish to give feedback by speaking to a member of the team or raise a complaint regarding the surgery or the services we offer, please contact the Practice Manager by telephone or, if you prefer, in writing. We will respond to your complaint within three working days. For our policy and procedure see below.
Phillippa Holroyd
Practice Manager
Barnt Green Surgery
82 Hewell Road, Barnt Green
Birmingham B45 8NF
TEL. 0121 445 1704
Email: barntgreen.surgery@nhs.net
Complaints Policy & Procedure
If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.
How to complain
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible – ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should ask to speak to or address your complaint in writing to the practice manager (you can obtain a form from reception if that is easier). She will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
Complaining on behalf of someone else
We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request from reception). If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this.(a third party consent form is available from reception).
What we will do
We will acknowledge your complaint within 3 working days and where aim to have fully investigated as soon as we possibly can and will advise you in your acknowledgement of how long we expect this to take. . When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.
You will receive a final letter setting out the result of any practice investigations.
OR you can complaint direct to NHS England, who commission our service:
By telephone: 03003 11 22 33
By email: england.contactus@nhs.net
By post: NHS England, PO Box 16738, Redditch, B97 9PT
Further help & Support
IHCA (Independent Health Complaints Advocacy) is a service to support people who want to complain about their NHS care or treatment. This is a free and confidential service independent of the NHS designed to support people who wish to complain about their NHS care or treatment. This service is provided in Herefordshire and Worcestershire by ONSIDE.
Telephone: 01905 27525
Email: info@onside-advocacy.org.uk
Write to them at:
Onside Independent Advocacy,
Williamson House,
14 Charles Street,
Worcester,
WR1 2AQ
If you are dissatisfied with the outcome
You have the right to approach the
Parliamentary & Health Service Ombudsman.
Their contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
30 Millbank
London
SW1P 4QP
Tel: 0345 0154033
https://www.ombudsman.org.uk/make-a-complaint (to complain online or download a paper form).
You may also approach PALS, Healthwatch or the Independent Health Complaints Advocacy for help or advice;
The local Healthwatch can be found at: https://www.healthwatch.co.uk/
The National IHCA is able to be contacted at: https://www.seap.org.uk/services/nhs-complaints-advocacy/
The Patient Advice and Liaison Service (PALS) is based at
Princess Of Wales Community Hospital
Stourbridge Road
Bromsgrove
Worcestershire
B61 0BB
Tel: 01905 681517
