Comments & Complaints

Please download the form for comments and complaints.

Complaints Form

Alternatively, you may email to PPCC@NHS.NET for the attention of Practice Manager.

As a practice, the doctors and all staff at Partnership Primary Care Centre Surgery try to offer all patients an efficient and comprehensive service. Any comments about the service we offer are welcome, and can be made to any member of the practice. In the case of any complaints, we have an established procedure which is described below.

An informal complaint can be made in person, in writing, or by telephone to the Practice Manager Mr. Rashidul Hasan. It can be made by the patient concerned or by a relative or friend with the written consent of the patient. Mr. Hasan or one of the doctors will phone you to discuss the problem further within 7 days of receiving the complaint.

We hope that most problems can be resolved informally by discussion. If your problem cannot be satisfactorily dealt with in this way you may wish to make a formal complaint to the practice as follows:

 

How to make a formal complaint

First of all please complete download and fill the complaints form. This can then be handed in at reception or posted to our Practice Manager Rashidul Hasan..

 

What we will do

Your complaint will be acknowledged in writing within 14 working days, usually with an invitation to discuss the problem with Mr. Hasan or one of the partners. We will aim to have looked into your complaint within four weeks of the date when you raised it with us. We shall then be in a position to inform you in writing of the outcome of our investigations. Should we need more than four weeks to look into your complaint we will write to you with an explanation as to why. When looking into your complaint we shall aim to: 
·                     Find out what happened and what may have gone wrong
·                     Make it possible for you to discuss the problem with those concerned if this is your wish
·                     Make sure you receive an apology if this is appropriate
·                     Identify what we can do to make sure the problem does not happen again

 

Complaining on behalf of someone else 

The Practice keeps strictly to the rules of patient confidentiality. If you are making a complaint on someone else’s behalf we must have their written permission to discuss the matter with you. You will find a third party consent form on the reverse of the complaint form attached. The only exception to this rule for discussing third party complaints is where the complainant is incapable of making the complaint themselves and you have power of attorney for which we will require proof. 

 

Complaining to the NHS England

We hope that if you have a complaint you will use our internal complaints procedure. We believe this will give us the best opportunity of putting right anything that has gone wrong and will also assist us in improving our Practice. 
This does not affect your right to approach the NHS England for this area, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigations. You may contact the NHS England using the details below:

NHS England

PO Box: 16738
Redditch
B97 9PT
Tel: 0300 311 2233
Email: england.contactus@nhs.net

 

Whilst the above procedures need to be followed for making an official complaint to the staff will always be willing to speak to anyone with concerns or suggestions. Please inform reception if you wish to speak to someone privately about any such matters.