Paying a Compliment
All organisations benefit greatly from receiving details of when they have done something well, in addition to learning when things did not go so well. If you have had a good experience at the practice, please either tell the ladies at reception or fill in a compliment form in order to let us know what we're doing well.
Making a Complaint
Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, giving as much detail as you can, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or within 12 months of you becoming aware of the matter
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. See the separate section below.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Carol Morley, Four Oaks Medical Centre, Carlton House, 18 Mere Green Road, Sutton Coldfield, B75 5BS
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within three working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you wish to do so. When the investigations are complete, a final response will be sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
Complaining on Behalf of Someone Else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please use our complaints form, which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances that prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond directly with the patient, or may be able to deal directly with the third party. This depends on the wording of the authority provided.
If you are dissatisfied with the outcome
You have the right to approach the
Health Service Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Tel: 0345 0154033
You may also approach PALS for help or advice;
The Patient Advice and Liaison Service (PALS) is based at Good Hope Hospital. They provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS
The Practice Complaints Manager is:
Tel: 0121 308 2080
Useful Contact Details
The NHS Constitution can be found at:
Healthwatch: 03000 683000
Citizens Advice: 03444 111444
Primary Care Complaints (eg GPs, dentists)
PO Box 16738
By telephone: 0300 311 22 33
Secondary Care Complaints (eg hospitals)
NHS Choices at http://www.nhs.uk