Suggestions, Comments and Complaints

If you have a complaint or concern about the service that you have received from Kingsway Health Centre, Rosebank Surgery, Severnvale Surgery or Bartongate Surgery please let us know. We operate a practice complaints procedure as part of the NHS Scheme for dealing with complaints. Our procedure meets with national requirements.

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, you may wish to make a complaint. We would like you to let us know as soon as possible, ideally the same day or within a week because this will enable us to establish what happened more effectively. If it is not possible, please let us have written details of your complaint within twelve months of noticing the problem.

Complaining on behalf of someone else

Please note that there are strict rules on 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, unless they are incapable (because of illness) to provide this authority.

What we will do

We aim to acknowledge your complaint within 5 working days, either via telephone or in writing. We will agree with you how we will investigate your complaint and how long this will take. Once we have investigated your complaint we will write to you with a full explanation. When we look into your complaint we will 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 the opportunity to do so.
  • Make sure you receive an apology, where it is appropriate.
  • Identify what we can do to make sure the problem does not happen again.

Who can help you with your complaint?

We hope that if you have a problem you will use our practice complaints procedure to resolve this locally. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our services and practice.

At any point in the process you can contact the Patient Advice and Liaison Service (PALS) who can discuss your complaint with you and provide guidance.

Patient Advice & Liaison Service (PALS)

Gloucestershire Clinical Commissioning Group, Sanger House, 5220 Valiant Court, Gloucester Business Park, Brockworth, Gloucester, GL3 4FE. Tel: 0800 0151 548 / 01452 566 698.

You can contact the Independent NHS Complaints Advocacy Service (SEAP) if you would like an advocate to support you during the complaint process, for example by attending meetings or writing letters with you.

Independent NHS Complaints Advocacy Service (SEAP)

PO Box 375, Hastings, East Sussex, TN34 3HU. Tel: 0330 343 5710 Website: www.seap.org.uk.

If you do not wish to complain to the Practice directly, you can complain to NHS England and they will either investigate the complaint themselves or, with your permission, ask the Practice to do so.

NHS England

Please address all correspondence ‘FAO of The Complaints’ Manager’, PO Box 16738, Redditch, B97 9PT. Tel: 0300 311 22 33 Email: england.contactus@nhs.net.

If you remain dissatisfied after complaining to the Practice or NHS England directly, you can contact the Parliamentary and Health Service Ombudsman (PHSO) and request they review your case. The PHSO is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide services.  You must have complained to the Practice or NHS England before the PHSO will become involved.

Parliamentary and Health Service Ombudsman (PHSO)

Millbank Tower, Millbank, London. SW1P 4QP. Tel: 0345 015 4033 Website: www.ombudsman.org.uk.

You can also contact the Care Quality Commission (CQC) which regulates health and social care providers. They cannot investigate complaints on your behalf but will use information you share with them to guide their inspection process.

Care Quality Commission (CQC)

CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA. Tel: 0300 061 6161 Website: www.cqc.org.uk/contact-us.

We are continually looking to turn our patients’ feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families. We would like to hear from you if you have a suggestion on how we can do things better to improve our patients’ experiences.

We’d also like to hear from you if you are pleased with the service you’ve received.