COMPLAINTS AND SUGGESTIONS

We realise that there may be occasions when our service to you falls short of our customary standard. If you have a complaint or concern about the service you have received from the doctors or any of the staff working at Wells Health Centre please let us know.

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

If you have a complaint or a concern about the service you have received from anyone at the surgery (or have a question about our Complaints procedure), please ask to speak to Craig Massey, IT, IG and Operations Lead. We hope we will be able to resolve your concerns during this conversation. If this is not the case we will investigate your concern by discussing the matter further with the appropriate surgery colleagues. Our aim will always be to provide you with a full response within 10 working days.

If you wish to make a complaint we would like you to let us know as soon as possible, ideally within a matter of days or at the most a few weeks, this will enable us to establish what happened more easily. If it is not possible to do this, please let us have the detail of your complaint:

  • Within 6 months of the incident that caused the problem; or
  • Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaining to the practice does not stop you from contacting NHS England and raising your complaint with them. They, like us, feel that if a problem can be resolved locally then that is usually the best outcome.

NHS England
PO Box 16738
Redditch
B97 9PT

 

By email to: england.contactus@nhs.net

If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.

By telephone: 0300 311 22 33

 

The Parliamentary and Health Service Ombudsman make final decisions on complaints that have not been resolved by the NHS in England.

Further details can be found here:   click here to go to the Ombudsman website (opens new window).

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