Patients Information Committee
A small group of patients from the surgery have joined together to form a Patients Committee. They meet with the doctors on a regular basis to discuss all aspects of the services provided by the practice. This two-way exchange of ideas benefits not only the patients but also the doctors and their staff. They have an Information Board in the waiting area and a comments box situated on the wall at reception. They welcome your comments and views, which will be dealt with in strict confidence.
The Protection and Use of Patient Information
Click this text to see what information we collect on each patient & how it is used.
Making a Compliment
Click this text to make a compliment to the Surgery.
Making a Complaint
Good communication is the key to any relationship - we make every effort to provide the best possible services for our patients and you can let us know what you think by passing on any helpful comments via our suggestion box.
We are aware however that even the best relationships don’t always run smoothly - and if you have any cause for concern then we take it very seriously. The purpose of this leaflet therefore is to explain what to do if you have a complaint.
“Who should I complain to?”
You can speak to any member of reception staff; the Practice Manager;
nurse or doctor - regardless of who you speak to your complaint, will be
recorded in a special log. If you prefer you can ask to speak to, or
write to our Office Manager who has special responsibility for liaison -
Vicky Turner.
“I don’t want everyone knowing my
business!”
Whether you choose to speak to someone, or write, your comments will be
treated in confidence.
“My Mum isn’t happy about something but
she never wants to bother anyone.”
You can make a complaint on behalf of another person, but we do have to
ask that you get their permission in writing before we can act on it.
This is an important measure to protect patient confidentiality - which
we’re sure you’ll understand.
“Don't these things always take ages?”
Waiting for answers is frustrating, we have therefore set up a timetable
that makes sure you’re kept informed.
- A record will be made in the complaint log the SAME DAY.
- Within three working days a written acknowledgement will be sent.
- If further information is needed to help us resolve the complaint, an informal meeting will be arranged within 7 DAYS of the initial complaint. You can bring a friend or relative to this if you wish.
- A detailed response will be sent within ten working days.
- In exceptional circumstances, where more time is needed we will always contact you to let you know what is happening. We would expect this to take a maximum of up to a further 2 WEEKS.
“Can I take it further?”
We hope that we can always resolve any problems, and take appropriate
action. However, you can if you wish contact:
- Kath Garrad Patient Relationships Manager NHS Worcestershire Ground Floor West Wing Wildwood Wildwood Drive WR5 2LG WR5 2LG – telephone 01905 760091
- Patient Advisory Liaison Service Worcestershire Mental health Partnership (NHS Trust) Isaac Maddox House Shrub Hill Road Worcester WR4 9RW telephone - 01905 68517
- Independent Complaints Advocacy Service POhWER ICAS County Buildings St Marys Street Worcester WR1 1LT - telephone 0845 337 3056
- Our Office Manager Vicky Turner can advise you how to proceed.
“I have some more questions.”
Please ask to speak in confidence to Vicky Turner
This details our own in-house procedure for dealing with complaints. It does not deal with matters of legal liability or compensation, but we hope you will use it to raise concerns and give us the opportunity to look into, and if necessary correct any problems.