Parkhill & Sherwell Valley Medical Practices

Parkhill - 01803 212489

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Let the practice know your views

Parkhill Medical Practice is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.

TELL US ABOUT OUR SERVICE by leaving a suggestion in the suggestion box or completing one of the NHS Friends and Family Test forms in the waiting rooms.

Practice complaints procedure

If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

How to complain

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact Andrea Tremlett, Office Manager, who will try to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please write to or email the Practice Manager, Lisa Cooper to let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

  • Within 12 months of the incident that caused the problem OR
  • Within 12 months from when the complaint comes to your notice

The Practice will acknowledge your complaint within three working days.

The Practice will arrange a meeting with you to discuss the complaint, to agree with you how the complaint is going to be investigated and the timescale for this to be completed.

When the practice looks into your complaint it aims to:

  • Ascertain the full circumstances of the complaint
  • Make arrangements for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where this is appropriate
  • Identify what the practice can do to make sure the problem does not happen again

 

Complaining on behalf of someone else

Please note that Parkhill Medical Practice keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.

Complaining to other authorities

The practice management team hope that if you have a problem with the service you have received you will use the Practice Complaints Procedure.

However, if you feel you cannot raise your complaint with us, you can contact any of the following official bodies:

NHS England - national contact centre
Complaints Manager
NHS England
PO Box 16738
Redditch
B97 9PT

Phone: 0300 311 22 33 (Monday to Friday 8am to 6pm)
Email: This email address is being protected from spambots. You need JavaScript enabled to view it. (for the attention of the complaints team in the subject line)

Patient Experience Team, NHS South Devon and Torbay Clinical Commissioning Group
South Devon & Torbay Clinical Commissioning Group (CCG)
FREEPOST RTEZ-YHRC-RZKZ
Pomona House, Torquay, TQ2 7FF
Phone: 01803 652 578 (Monday to Friday 9am to 5pm)
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: http://www.southdevonandtorbayccg.nhs.uk

If you need independent support to help raise a complaint, you are able to use the Independent Health Complaints Advocacy Service provided locally by SEAP. They can help you write letters formulate the questions and accompany and support you with meetings if required. This is a free service.

SEAP Advocacy
Upper Ground Floor, Aquila House,
Breeds Place
Hastings
East Sussex
TN34 3UY

Phone: 0300 440 9000
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: http://www.seap.org.uk/contact/


Once you have received a response to your complaint, if you remain dissatisfied, you are able to take your complaint to the Parliamentary and Health Service Ombudsman.

The Ombudsman makes final decisions on complaints that have not been resolved by the NHS, government departments and some other public organisations. Their service is free for everyone. You have 12 months to take your complaint to them.

To take a complaint to the Ombudsman,

Website: www.ombudsman.org.uk,

Phone: 0345 015 4033

Write to:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

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Department of Health