Comments & Complaints
We hope that most problems can be sorted out easily and quickly - often at the time they arise and with the person concerned. If the problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible. This will enable us to establish what happened more easily. If your complaint is about a GP/Nurse/Clinician then this MUST be in writing addressed to the Patient Liaison Manager. We will acknowledge your letter and aim to respond within 10 working days
Alternatively you may ask for an appointment with the Patient Liaison Manager to discuss your concerns and she will explain the procedure to you.
You can also contact the NHS Primary Care Complaints Team via email: firstname.lastname@example.org or telephone on 0300 311 22 33.The address is as follows:-
NHS England, PO Box 16738, Redditch, B97 9PT
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033 (the helpline is open 8.30am to 5.30pm Monday to Friday, excluding public holidays)
Fax: 0345 061 4000
Write: Millbank Tower, Millbank, London SW1P 4QP.