Complaints

How to file a complaint with the Practice

Talk to us

Who to talk to

How can I make a complaint?

I want to complaint to a third-party

Time frames for complaints

Investigating complaints

Final response

Every patient has the fight to make a complaint about the treatment or care they have received at Haresfield Surgery or Kempsey Surgery.

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.

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible.

A complaint can be made verbally or in writing.

Please submit your complaint in writing to:

Practice Manager Haresfield Surgery Turnpike House Medical Centre 37 Newtown Road Worcester WR5 1HG

If for an reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:

Herefordshire and Worcestershire ICB NHS Herefordshire and Worcestershire Kirkham House John Comyn Drive Perdiswell Worcester WR3 7NS 0330 053 4356 hwicb.complaints@nhs.net

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the mater about which you wish to complain.

The Practice Manager will respond within three business days to acknowledge your complaint.

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.

We will investigate all complaints effectively and in conjunction with extant legislation and guidance.

We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.

FAQs

  • We allow third parties to make a complaint on the behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.

  • We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

  • If you are dissatisfied with the outcome of your complaint from either the Integrated Care Board (ICB) or this organisation, then you can escalate your complaint to the Parliamentary Health Service Ombudsman (PHSO) at either:

    Milbank Tower, Milbank

    LONDON

    SW1P 4QP

    Citygate, Mosley Streey

    MANCHESTER

    M2 3HQ

    Tel: 0345 015 4033