If you have a complaint or concern about the service you have received from the Doctors or any of the Staff working in this practice, please let us know.
We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.
How to complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your 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 – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. (It is not usually possible to investigate a problem more than 12
months after it occurred).
Complaints
Please write to us or complete one of our Comments and Complaints leaflets, which can be downloaded below:
Comments and Complaints Leaflet '24
Please address your complaint to Mrs. Elizabeth Gilbey our Practice Manager or our Business Manager Hillary Jackson. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
What we will do?
We will acknowledge your complaint within three working days and will look into your complaint as soon as possible to agree an appropriate timescale for providing you with a full written response to your concerns. We shall then be in a position to offer you an explanation or a meeting with the people involved.
We shall aim to?
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned if you
would like this - Offer an apology or an explanation where this is appropriate
- Identify what we can do to make sure the problem does not happen again.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed.
We hope that if you have a problem you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong. Further to the above, you can also send your complaint to us via e-mail: cwicb.complaints.bhc1@nhs.net
However, this does not affect your right to approach Coventry & Warwickshire Integrated Care Board (C&W ICB), who oversee the service we provide – they can be reached by phone on 02476 526815, or in writing to Complaints Team, NHS C&W ICB, Westgate Hse., Warwick, WARKS. CV34 4DE, or via e-mail to cwicb.complaints@nhs.net.
Advice can also be sought from POhWER by phone on 0300 456 2370, or in writing to PO Box 17943 Birmingham, B9 9PB; they also have a website https://www.pohwer.net/.
If you feel you are dissatisfied with the result of our practice investigation, write to: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP