We welcome suggestions about how we can improve your medical services.
We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.
The practice will generally be the first point of contact for patients providing feedback or expressing concerns. The Practice Manager, Vicky, our nominated lead, will be able to act as a liaison point to ensure appropriate follow up on any concern or feedback. We welcome both verbal or written complaints and able to provide a complaints form if required from the practice or a copy can be sent be email or via post upon request. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.
Please notify the surgery of any complaint as soon as possible in order for us to address any issues and improve our service for other patients. Please note, however, that the latest that a complaint should be made is:
- Within 12 months of the incident that caused the problem
- Within 12 months of discovering that you have a problem provided this is within 12 months of the incident.
Upon receiving a complaint we will seek to:
- Acknowledge your complaint within 2 working days of receipt
- Investigate the complaint within 10 working days of the date the complaint is received.
- Offer a meeting at the first available opportunity in order for you to discuss any matters with us. You may bring a friend or relative with you to this meeting.
- Inform you of the outcome of the complaint within 28 working days of the original date that the complaint was received.
Further Contacts
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
Parliamentary and Heath Service Ombudsman 0345 015 4033We are the Parliamentary and Health Service Ombudsman | Parliamentary and Health Service Ombudsman (PHSO)
Complaints against hospitals or other organisations
If you are unhappy with the service that you have received from a hospital or clinic the practice is unable to comment on this. You will need to contact the hospital or department that has provided your treatment or alternatively each hospital has a Patient Advice and Liaison Service department. Please find the telephone numbers below for our local PALS departments:
Birmingham Women’s Hospital: 0121 335 8226
Birmingham Children’s Hospital:0121 333 8505
Birmingham Community Healthcare Trust: 0800 917 2855
Birmingham and Solihull Mental Health Trust: 0800 953 0045
Royal Orthopaedic Hospital: 0121 685 4128
University Hospital Birmingham (Queen Elizabeth Hospital): 0121 371 4400