Complaints and Comments
The Practice aims to provide a quality service to all patients and visitors. If you would like to provide us with feedback, suggestions on how to improve our services or you have a concern, we would be grateful if you could bring this to our attention.
In line with NHS guidelines, we operate an in-house Comments, Suggestions and Complaints procedure designed to deal with your feedback and/or concerns quickly and efficiently. We would hope to be able to deal with most queries at the time they arise and with the person concerned.
Talk to Us
Every patient has the right to make a complaint about the treatment or care they have received at Woodside Medical Practice.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints.
How can I make a complaint?
A complaint can be made verbally or in writing.
A complaint form is available from reception.
I want to complain to a third-party
If for any reason you do not want to speak to a member of our staff, then you can request the Patient Services Team regarding your complaint. They will contact us on your behalf:
Below you can find some brief information about NHS Shropshire, Telford and Wrekin complaint process. Or alternatively you can download a copy of our Complaints and Compliments Policy and Procedure.
You can make your complaint directly with the service whose contact details are listed above or via NHS Shropshire Telford and Wrekin ICB Patient Services Team. The Patient Services Team will then make a decision around the best process for your complaint.
Telephone: 01952 580 407
Email: stw.patientservices@nhs.net
In writing: Patient Services Team, NHS Shropshire, Telford and Wrekin, Wellington Civic Offices, Larkin Way, Tan Bank, Wellington, Telford, TF1 1LX
A complaint can be made verbally or in writing. A complaints form is available from reception.
Time frames for complaints
The time constraint on bringing a complaint is 12 months from occurence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The Complaints Manager will respond to all complaints within three business days.
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.
Investigating Complaints
We will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
Woodside Medical Practice will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient's healthcare record.
Third party complaints
Woodside Medical Practice allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.
Final response
Woodside Medical Practice will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our organisation policy.
Advocacy Support
- POhWER support centre can be contacted via 0300 456 2370
- The Advocacy People gives advocacy support on 0330 440 9000
- Age UK on 0800 055 6112
- The Local council can give advice on local advocacy services
- Healthwatch Telford and Wrekin can help with making complaints - 01952 739 540
Further Action
If you are dissatisfied with the outcome of your complaint from either Integrated Care Board (ICB) or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsmen (PHSO) at either:
Milbank Tower
Milbank
London
SW1P 4QP
Citygate,
Mosley Street
Manchester
M2 3HQ
Tel: 0345 015 4033
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