We are continually looking to turn patient 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.
Giving feedback
To provide feedback:
- fill out a feedback form
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on Carden Surgery 01273 500 155 or New Larchwood Surgery 01273 682 682
Complaints procedure
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Carden & New Larchwood Surgery.
We understand that we may not always get everything right and by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint and they will try to resolve this; alternatively, please ask to speak to the complaints manager Caroline Gladman, practice manager.
If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:
NHS England
PO BOX 16738
Redditch
B97 9PT
Phone
03003 112233
Email
england.contactus@nhs.net
A complaint can be made verbally or in writing. You can submit your complaint via our feedback and complaints form.
Additionally, you can send an email to bhccg.cardensurgery@nhs.net.
Further actions
If you are dissatisfied with the outcome of your complaint from either NHS England or this practice, then you can escalate your complaint to:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Phone
0345 015 4033
Website
www.ombudsman.org.uk
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The complaints manager will respond to all complaints within three business days. We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.
Investigating complaints
The practice will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
The practice will ensure that all complaints are investigated with the utmost confidentiality and any documents are held separately from the patient’s healthcare record.
Third party complaints
The practice allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third party patient complaint form is available from reception.
Final response
The practice will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our practice policy.