Feedback and complaints

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:

Making a complaint

Here at Kingswinford Medical Practice, we hope that most problems can be resolved swiftly, at the time that they arise and with the person concerned. If you wish to make a complaint, we ask that ideally you do so on the same day as this will help us to establish what happened and why.

Please let us know of your complaint:

  • within six months of the incident or;
  • within six months of discovering that you have a problem, providing it is within 12 months of the incident.

We will acknowledge your complaint within three working days and identify what we can do to make sure the problem doesn’t arise in the future.

Written complaints should be addressed to:

Mrs Victoria Evans – Practice Business Manager
Kingswinford Medical Practice
The Health Centre
Standhills Road
Kingswinford
West Midlands
DY6 8DN

Alternatively, you may ask for an appointment with Mrs Evans to discuss your concerns in person.

Complaining on behalf of someone else

If you are making complaint on behalf of someone else, we require a letter signed by the person concerned, giving their permission for you to do so. Please note that we keep to the strict rules of medical confidentiality.

What if I am still not happy?

We endeavour to resolve all complaints in a timely manner, however, if you are still unhappy with the response you receive, please let us know as soon as possible.

You also have the right to contact the Black Country Integrated Care Board instead of NHS England.

You can do this by:

Telephone: 0300 0120 281
Email: bcicb.time2talk@nhs.net
Writing to us at: Time2Talk, NHS Black Country Integrated Care Board (ICB) Civic Centre, St Peter’s Square, Wolverhampton, WV1 1SH

If you are still dissatisfied and unhappy with matters following completion of the local procedure, you have a right to ask for an independent review through the Parliamentary and Health Service Ombudsman.

Website: www.ombudsman.org.uk
Phone: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write to: Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

Confidentiality

All complaints must be treated in the strictest confidence.

Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.

The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.

The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.