As a practice, we always welcome feedback from our patients to enable us to review our practices and deliver the best possible service within our remit.

We like to celebrate our successes and welcome compliments where they are deserved. Compliments do help us through what can be a demanding vocation.

We would ask that if you have a Compliment, you complete and send the form below. Alternatively you can write to the Practice Manager, Kayley Delaney. 

In order to deliver the best possible service, we welcome suggestions for improvements from our patients. 

As a Practice, the Senior Management team will review these suggestions on a regular basis. 

We would ask that if you have any suggestions, you complete and send the form below. Alternatively you can write to the Practice Manager, Kayley Delaney. 

We hope that most problems can be sorted out quickly and easily, often at the time they arise, with the person concerned. 

If your problem cannot be sorted out in this way and you wish to make a complaint, we would ask that you let us know as soon as possible, ideally in a matter of days, or at most, a few weeks to allow us to establish what happened more easily. Where this is not possible, we would ask that your complaint is received:

• Within 12 months of the incident, or
• Within 12 months of you discovering that you have a problem.

Complaints should ideally be made in writing, addressed to the Practice Manager, Kayley Delaney.You can do this by completing and submitting the form below, or post or hand deliver a written letter. Alternatively, you can request to discuss your complaint with the Practice Manager over the phone or by requesting an appointment.

It is important that you provide as much detail as possible in your complaint, with specific information, where possible.

If you are a registered patient, you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority.

We believe that this will give us the best chance of resolving any issues you may have.

If you need help or advice regarding your complaint, you can contact one of the following organisations who will be able to help you:

Warwickshire Healthwatch

Phone: 01926 422823

Email: info@healthwatchwarwickshire.co.uk

Web: www.healthwatchwarwickshire.co.uk

Alternatively, you can contact your local Citizens Advice Bureau who are working in partnership with Warwickshire Healthwatch

POhWER

This is an independent complaints advice service.

Phone: 0300 456 2370

Web: www.pohwer.net

PALS (Patient Advice and Liaison Service)

PALS offers confidential advice, support and information on health-related matters and can provide point of contact for patients and their familys or carers.

What we do next

We shall acknowledge your complaint within 3 working days of receipt and will aim to investigate it as soon as possible.

We will contact you to agree an appropriate timescale for providing you with a full, written, response to your concerns.

We shall then be able to offer you an explanation or meeting with the people involved.

When we look at your complaint, we aim to:

• Find out what happened and what went wrong;
• Make it possible for you to discuss the problem with those concerned, if you wish to do this;
• Make sure you receive an apology, where this is appropriate;
• Identify what we can do to make sure that the problem doesn’t happen again (including looking at our own processes where appropriate).

The final response letter will include details of the result of your complaint and your right to escalate the matter further if you remain dissatisfied with the response.

Please note that the way we respond to complaints in this practice means that we are not able to deal with questions of legal liability or compensation.

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 must know that you have their permission to do so before we can communicate with you.

Written consent, signed by the person concerned, will be required before we are able to discuss the matter further.

Joint working

If your complaint concerns more than one organisation, we will need your consent to communicate with them so that we can work together to provide you with a co-ordinated response to your concerns.

If you are dissatisfied with the outcome

If you are not happy with the result of the investigation, you can ask the Health Service Ombudsman to review your complaint.

The contact details are:

Web: www.ombudsman.org.uk

Complaints helpline: 0345 015 4033

Fax: 0300 061 4000

The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP