Complaints and Comments
What we mean by Complaints and Comments
From time to time you may have concerns or feedback in relation to your own care, the care of others, or any of the services provided by North Brink Practice. For example, feedback may include:
- Reasons why you are not happy with the care or services you have receive
- Suggestions as to how we might improve
- Compliments that you wish to pass on to our staff
What to do first
It is usually best that feedback is received by the individual most directly involved in delivering your care. In most cases, this individual is best placed to make amends or immediate improvements.
If you are not happy with the outcome
You may ask to speak to a member of the Practice management team – either the manager responsible for the care you have received or the Practice Manager who will investigate your concerns or suggestions.
Another option you can take
As an alternative, we can provide you with contact details for the complaints management team at NHS England who will investigate the complaint on your behalf. You may wish to go direct to NHS England in the first instance who will seek permission from you to share the details of the complaint with the Practice. NHS England may be contacted:
NHS England By telephone: 0300 311 22 33
PO Box 16738
Redditch By email: email@example.com
Note: If you wish to make a complaint you can do this with either the Practice or NHS England, but not both
If you are still not satisfied
If you consider the Practice or NHS England has not resolved your complaint, you have the right to complain to the Parliamentary and Health Service Ombudsman and can be contacted:
Parliamentary and Health Service Ombudsman
London SW1P 4QP
By telephone: 0345 015 4033
By email: firstname.lastname@example.org
The Ombudsman will insist that North Brink Practice or NHS England have had the opportunity to fully deal with your complaint before they get involved.
Alternatively, The Patient Advice and Liaison Service (PALS) can give you information about the NHS complaints procedure, including how to get independent help if you want to make a complaint. You can contact PALS by email: email@example.com or by telephone: 0800 013 2511.