Here at Church Street Medical Centre we strive to provide a good service. However, if you have a complaint about any aspect of the practice, please speak in the first instance to a member of the reception team. If they are unable to resolve your complaint then please speak or write to Debbie Brookes, Administration manager. Our Process is detailed below. Complaints leaflet
The practice may receive a complaint made by, or on behalf of a patient, or former patient, who is receiving or has received treatment at the practice. If you wish to make a complaint on someone else's behalf we will require their written consent before we can deal with the complaint.
How do I Complain?
You have two options available to you; you can complain to the Practice which will be more personal to you, as a practice we make every effort to investigate every complaint fully and ensure that the patient still feels the are welcomed as a practice patient. Alternatively you can complain to NHS England, who will work with the practice to investigate the complaint. (you can not complain toboth)
We would appreciate if you could contact the practice AS SOON AS POSSIBLE. Complaints may be received either verbally or in writing to the Complaints manager or his/her stand in if the Complaints manager is unavailable. If you need help writing your letter you can contact East Midlands ICAS - Nottingham, Christopher Cargill House, 21-23 Pelham Road, Nottingham, NG5 1AP (Telephone 0808 802 3000) who are an independent organisation.
PO Box 16738
Please write ‘For the attention of the Complaints manager’ in the subject line.
Tel: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)
Your complaint will be noted and passed to the Complaints manager
Period Within Complaints Can Be Made:
- Within 12 months from the date of the event: or
- Within 12 months from the date on realising that you have the problem
Who Do I Complain To?
Mrs Debbie Brookes
Church Street Medical Centre
11b Church Street
Action Upon Receipt Of Complaint?
We shall acknowledge your complaint within 3 working days.
What Happens Next?
We hope you will use a complaints procedure if you have a problem as we believe that this will give us the best chance of putting right what went wrong.
Complaints will be reviewed at practice meetings for staff to ensure any actions required are put into practice.
We would hope that the complaint has been corrected and whatever went wrong has given practice the opportunity to learn from the points. If however you remain dissatisfied with the outcome, you have the right to approach the Ombudsman. Their contact details are:
The Parliamentary and Health Service Ombudsman
Tel: 0345 0154033
You may also approach POhWER for help or advice;
The POhWER Service is an independent, free and confidential advice service, which offers support to complainants with an NHS complaint. The contact details are:
Tel 0300 456 2370