Compliments and Complaints
If we are doing something well, please let us know. If we can improve upon it we will.
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.
In the first instance we ask that you contact one of our Patient Friends. Patient Friends are there to take your side and to sort out any problems and escalate this rapidly. They can make things happen.
How to complain
We hope that most problems can be resolved easily and quickly at the time they arise and with the person concerned. You can phone to speak to the Practice Manager. It is in our interest to listen to you.
If however, this is not the case and you wish to make a complaint, we would like you to let us know as soon as possible. Complaints should be addressed to:
Mrs J Foster
Beacon Primary Care
Sandy Lane Health Centre
You may wish to fill in one of our complaints forms (available at reception). Alternatively, you may ask for an appointment with Mrs. Foster in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.
What we shall do
You will be sent an acknowledgement note within five working days of receipt of your complaint.
We aim to have your complaint investigated within fourteen working days of the date you raised it with us.
We will investigate the incident and be in a position to offer you an explanation, or a meeting to discuss the problem with those concerned (if you prefer).
Respond to written complaints in writing.
Make sure you receive an apology, where this is appropriate.
Endeavour to make sure that the problem is not repeated.
If you feel you need to take the problem further
We hope that if you have a problem, you will use our practice based complaints procedure. We believe that this will give us the best chance of correcting any problems. If however you are dissatisfied with either the practice based complaints procedure or the results of our investigation, you may contact :
NHS England P.O. Box 16738 Redditch B97 9PT
Tel: 0300 311 22 33 (Monday to Friday 8am – 6pm, excluding English Bank Holidays)
Or the Public Health Service Ombudsman
Tel: 0345 015 4033
You don’t ever need to worry about the service you receive in future being adversely affected because you have made a complaint. We take all comments seriously and only use the information to review our services and make improvements, where needed.