We welcome all comments on the services provided by the practice. If you would like to give feedback to the practice, please complete our online Feedback form.

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 the above way, and you wish to make a complaint, you may do so either verbally, or in writing, to Michelle Hurley, practice manager, or via telephone on 01283 818 100. In the absence of the practice manager, our assistant practice manager, Carla Fairbrother, will handle any complaints.

By Post

Complaints Manager
NHS England
PO Box 16738
Redditch
B97 9PT

By Email

Complaints Manager, england.contactus@nhs.net

By Telephone

0300 3112 233 (Monday to Friday 08:00 to 18:00, 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 Managers will:

• Acknowledge your complaint within five 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

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

Telephone: 03450 154 033

Website: www.ombudsman.org.uk