We have always welcomed constructive suggestions for improvement of our service. If you have a complaint about a specific episode we would like to hear about it, via our Patient Experience Champion. If you are pleased with the service, we would also like to know!
Gold Street Surgery aims to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. Speak to whoever you feel most comfortable with – your GP, our Patient Experience Champion or our reception staff will all be happy to help.
If you want to complain on behalf of someone else, a friend or a relative for example, we are likely to need their written consent to discuss their care with you.
In the majority of cases, concerns can be resolved quite easily. However, if you feel we have not dealt with the issues you have raised as you would wish, you can ask for a copy of our complaints procedure and complaints form, pick one up in reception, or download it below:
Complaints form (DOCX, 32KB)
Complaints form (PDF, 577KB)
It helps us if you can put your concerns in writing as it helps us clearly understand the problem and we can more easily discuss it with all those concerned. However, if this is not something you are happy to do, please don't let it stop you raising a concern!
Please be assured that raising a complaint will not affect your future care. We take complaints very seriously, but see them as an opportunity to learn. Sometimes we may not be able to change things because they are dependent on factors outside our control, such as resources within healthcare or third-party services, but all formal complaints are discussed and reviewed by the surgery's senior management.
For more general comments and suggestions, please use the suggestions box in Reception.
Alternatively, you can complain to NHS England on 0300 311 22 33 (Monday to Friday 8.00am to 6.00pm, excluding English Bank Holidays) or email: england.contactus@nhs.net or write to:
NHS England
PO Box 16738
Redditch
B97 9PT.
For further details about how to make a complaint to NHS England please visit the NHS England website.
www.england.nhs.uk/contact-us/complaint
If you remain dissatisfied with the outcome, you may refer the matter to:
Parliamentary and Health Service Ombudsman
Citygate
47-51 Mosley Street
Manchester
M2 3HQ
Tel: 0345 0154033
www.ombudsman.org.uk