The doctors and staff at this surgery aim to provide a quality service to our patients. If you have a concern about the care provided by the practice, we would be grateful if you could bring this to our attention so that we may investigate and hopefully improve the service we offer and rectify any mistakes.
In line with NHS guidelines, this surgery operates an in-house complaints procedure designed to deal with your complaint quickly and efficiently. We would hope to be able to deal with most queries at the time they arise and with the person concerned.
If this is not possible and you wish to make a complaint, please let us know as soon as possible in order to help us establish what happened more easily. If this is not possible, please let us have details of your complaint within 12 months of the incident or within 12 months of when the incident comes to your notice. Please address your complaint to The Practice Manager. Please give as much detail as you can in order to assist with the investigation.
We will acknowledge your complaint within three working days. We will thoroughly investigate the complaint and aim to write to you with a full explanation within 28 working days. Occasionally this may take slightly longer.
Please note that this practice adheres strictly to the rules of confidentiality and we cannot provide confidential information if you are making a complaint on behalf of someone else. We would need written permission from the patient concerned if you are to complain on their behalf.
This in-house procedure does not deal with matters of legal liability or compensation. It does not affect your right to make a formal complaint to the local health authority. If you feel you cannot approach our surgery with your complaint or are not satisfied with our response to your complaint, you may contact:
Patient Services Team
NHS Telford and Wrekin CCG, Halesfield 6, Telford, TF7 4BF
Telephone: 01952 580407 - There is also a 24 hour answer
Engaging Communities provides the Independent Health Complaints Advocacy Service for people who want to make a complaint about the NHS in Telford & Wrekin. The service is free, independent and confidential and available to anyone living in Telford & Wrekin who has a complaint about the NHS.
You can contact Engaging Communities direct by:
Freephone: 0800 161 5600
Text: 0772 417 2811
You can ask the Parliamentary and Health Service Ombudsman to consider it further:
If you have any concerns about the above procedure, please contact the Practice Manager.
Please find below our Complaints and Comments leaflet to download