Comments & Complaints
We have a complaints procedure for dealing with any complaints you may have. If you would like a copy of the procedure please ask at the reception desk. We would hope to be able to sort out your complaint as and when it happens so please tell us straight away if you have a problem with our service.
If your complaint has not been fully answered please ask to our Practice Manager. If she is not in the building please leave a phone number and we will call you back as soon as possible.
Any written complaints will be acknowledged within three working days and we will then investigate and send you a full written reply. Complaints may be addressed to Wolverhampton City Primary Care Trust but they will be referred back to us in the first instance for handling by our practice complaints procedure. We take all comments, complaints and suggestions very seriously as we are continually striving to improve our service to our patients.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.