The practice welcomes any compliments, concerns and complaints that patients may have. Patients may wish to complain verbally (face to face or telephone), in which case the complaint will be managed at this level if appropriate to do so. If a complaint cannot be resolved verbally, this must be made in writing to the Practice Manager via:
– post addressed to:
Practice Manager
Millbrook Medical Centre
Southdene Primary Care Resource Centre
Bewley Drive
L32 9PF
– at Reception (written letter or complaints form)
– email to [email protected]
Reception are able to provide patients with a Complaints Procedure Information Leaflet and Complaints Form at the desk.
Complaints should be made within 12 months from the occurrence giving rise to the complaint, or 12 months from the time that the complainant becomes aware of the matter on which they wish to complain.
Once a complaint has been submitted, an acknowledgement letter of the complaint will be sent to the patient within 3 working days enclosing an information sheet and consent form. The details are then passed to Dr Mohan Segarajasinghe (Lead GP for Complaints) to review the complaint, fully investigate and provide a timely response. Complaints are aimed to be resolved within 6 months.
In the case of a third party pursuing a complaint on behalf of the person affected we will request the following information:
- Name and address of the person making the complaint
- Name and either date of birth or address of the affected person
- Contact details of the affected person so that we can contact them for confirmation that they consent to the third party acting on their behalf
The above information will be documented in the file pertaining to this complaint and confirmation will be issued to both the person making the complaint and the person affected.
In the case of a person who is unable to by reason of physical capacity or lacks capacity within the meaning of the Mental Capacity Act 2005, to make the complaint themselves, the organisation needs to be satisfied that the complaint is being made in the best interests of the person on whose behalf the complaint is made.
You can find our Complaints Procedure Information Leaflet, Complaints Form & Complaints Policy below:
Complaints Procedure Information Leaflet
Complaints Policy – Millbrook Medical Centre
NHS England
If a complainant has concerns relating to a directly commissioned service by NHS England, then the first step is, where appropriate, for complaints and concerns to be resolved on the spot with their local service provider. This is called by NHS England ‘informal complaint resolution’ and is in line with the recommendations of the Complaints Regulations of 2009.
All patients have the right to make a complaint to NHS England should they feel an unsatisfactory outcome or failed resolution has arisen from their complaint to the practice.
A complaint or concern can be received by mail, electronically or by telephone.
By telephone: 03003 11 22 33
By email: [email protected]
By post: NHS England, PO Box 16738, Redditch, B97 9PT
The complainant will be kept up to date with the progress of their complaint by NHS England staff members, in their preferred method of communication (e.g. by email, telephone or written letter). If the complainant is not satisfied with the outcome, then they will have the right to progress this further based on the complaints procedure that NHS England will provide to them during this process.
As part of the guidance on protecting data and personal information, if the complaint involves several organisations then the complainant will be asked for their permission to share or forward a complaint to another body, and further consent will be required to forward the complaint to any provider.
If you are not satisfied with your reply from NHS England then you have the right to approach the Parliamentary and Health Ombudsman who will undertake an independent investigation. Click here for more information on how to approach the PHSO.