We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
Giving feedback
To provide feedback:
- fill out a feedback form
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 0121 661 6961
Complaints/Concerns
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.
Informal complaint
If you would like to discuss any concern that you may have, please feel free to attend the surgery or request a call back from the Deputy Practice Manager, our complaints lead. We strive to resolve any concerns as soon as possible, aiming for a positive outcome.
Formal complaint
Formal complaints should be addressed to the Deputy Practice Manager, our Complaints Lead, or to the complaints team. Alternatively, you may ask for an appointment with the Deputy Practice Manager in order to discuss your concerns. It would be a great help if you are as specific as possible about your complaints.
What we shall do
We shall acknowledge your complaint within three working days and aim to respond as swiftly as possible to your complaint within an agreed timescale from the date you raised it with us. We shall then be in a position to offer you an explanation, an apology if appropriate or a meeting with the people involved. Please be assured that future care will not be impacted by making a complaint.
When we investigate your complaint, our aims will be to make it possible for you to discuss the problem with those concerned if you would like this, and take appropriate action wherever possible.
Please see our complaints leaflet Compliments-concerns-and-complaints for more information.
Complaining on behalf of someone else
- Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we require their written permission to proceed. A letter of consent signed by the person concerned will be needed, unless they are not able (because of illness) to provide this.
- Third Party Complaints Form
If you are not happy with the resolution, you can contact our Integrated Care Board (ICB). Please see details below
NHS Birmingham and Solihull ICB
Compliments, concerns and complaints :: NHS Birmingham and Solihull
Email: bsol.patientexperience
Telephone: 0121 203 3313
or 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