Compliments and Feedback
If you feel happy with the service we provide, if you are pleased with a specific aspect of your care or with a specific member of our team, we would be delighted to hear about it.
We are also happy to hear any constructive feedback or suggestions you have in respect of the running of the Practice. Constructive feedback is always welcomed and is a way for us to reflect on the service we provide and look for ways to improve.
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.
We make every effort to give the best service possible to everyone who attends our practice.
One of the best ways to give the practice feed back is through the friends and family test
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 by telephone or, if you prefer, in writing. We will acknowledge your complaint within three working days. Our Practice Manager will be happy to discuss any problems you may have on an informal basis and advise you how to proceed, if you are still dissatisfied. A copy of our complaints procedure is available on our Reception desk.
Fiona Mason
Practice Manager
St Johns Surgery
BHI Parkside
Stourbridge Road, Bromsgrove
Worcestershire, B61 0AZ
Tel : 01527 872393
Email : stjohns@nhs.net
Complaints Policy and Procedure
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). Our Practice Manager 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 giving you a reasonable and realistic time frame for your case to be investigated. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with the Practice Manager and/or those concerned, should you prefer; 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 and conclusions that have been reached as a result. This will include any action points that may have been agreed to ensure the issue does not occur in the future.
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
You can make a complaint online or download a paper form.
You may also approach PALS, Healthwatch or the Independent Health Complaints Advocacy for help or advice;
The National Independent Health 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
