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.
We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.
If you have a complaint or concern about the service you have received from the doctors, or any of the staff, working at Heartwood Medical Practice, please let us know. We hope that most problems can be sorted out in a quick, efficient manner, often at the time they arise and with the person concerned.
How to complain:
If your problem cannot be resolved in this way, and you wish to make a complaint, you may do so either verbally, or in writing, to Shani Fairbrother, Practice Manager, or telephone on 01283 818100.
By Post: Complaints Manager, NHS England, PO Box 16738, Redditch, B97 9PT
By Email: Complaints Manager, firstname.lastname@example.org
By Telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding Bank Holidays)
Please inform either of the above with details of your complaint within twelve months of the incident, or within twelve months of discovering you have a problem.
The Practice Manager, or PCT will:
- Acknowledge your complaint within three working days
- Find out what occurred and what went wrong
- Make it possible for you to discuss the problem with those concerned, if you wish
- Make sure you receive an apology, where appropriate
- Identify what can be done to ensure the problem does not happen again in the future
Complaining on behalf of someone else
Please note that we keep to strict patient confidentiality rules. If you are complaining on behalf of someone else, you need to have their written consent, we will also contact the patient to confirm their consent.
If the patient is a child the complaint should either be made by either parent, or in the absence of parents, the guardian.
If you are not satisfied with our response, you do have the right to refer the case to the Health Service Commissioner (Ombudsman).
The contact address is:
Health Service Ombudsman for England, Millbank Tower, Millbank, London, SW1P 4QP