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Comments, Suggestions and Complaints

We are always looking at ways to improve our services and ensure that you have the best possible experience with the Practice. You can help us to get it right by letting us know what you think of the services delivered by Alveley Medical Practice.


If you wish to comment, compliment or complain about services provided by the Practice. We will do all we can to help and assist you through the process.


 


Compliments and comments


We want to hear from you if you are particularly pleased with the service you have received from an individual or team within the Practice and wish to pass on your thanks or praise. If you can tell us what we do well, or suggest improvements, we can give others a better service too. We will ensure that compliments reach the individuals concerned. If it is appropriate, we will also share your comments with other colleagues.


We also want to hear from you with any comments you have about any of our services or any suggestions for ways where we can improve. When you make a comment we will discuss it to consider and decide whether we are able to make changes or learn from the comments made.


 


Complaints


We always try to provide the best service we can but sometimes things do go wrong or a particular service may appear to be less efficient. Sometimes things go wrong due to circumstances beyond our control but sometimes you can help us make changes by telling us what went wrong and how you suggest we might be able to put it right. All complaints are discussed within the Practice and we consider how we may change our processes or procedures in this is appropriate.


You may want to complain about:




    • A service , any action, attitude or behaviour of a member of staff which has affected you or someone close to you



Please get in touch with the Practice if you need help or support in using our procedure, or if you need the information in another format.


 


How to complain


If your complaint in about the practice please write to:


 


Lindsey Northwood, Practice Manager,                          


Alveley Medical Practice, Village Road, Alveley WV15 6NG


Tel: 01746 780553


 


If you feel you cannot raise your complaint with us, and your complaint is about care you have received at the practice, then you can raise this with:


 NHS England, PO Box 16738, Redditch.  B97 9PT


Tel: 0300 311 22 33


 


If a complaint is investigated by either ourselves or NHS England, and you then remain dissatisfied with the response to your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman to review your case.


You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or http://www.ombudsman.org.uk or Textphone (Minicom): 0300 061 4298


 


CONTACTING THE CARE QUALITY COMMISSION


If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission on 03000 616161, or alternatively visit the following website: http://www.cqc.org.uk


COMPLAINING TO OTHER AUTHORITIES


 


The practice management team hope that if you have a problem you will use the Practice Complaints Procedure. However, if you feel you cannot raise your complaint with us, or you are dissatisfied with the response received from us, you can contact any of the following 5 bodies:


 


If about a commissioned service:


NHS Shropshire Commissioning Group. PALS, Somerby Suite, William Farr House Site, Mytton Oak Road, Shrewsbury SY38XL customer.care@shropshireccg.nhs.uk


Tel: 0800 032 0897


 


If about Princess Royal Hospital:


Patient Advice and Liaison Service, Grainger Drive, Apley Castle, Telford. TF1 6TF


Tel: 01952 282888 or 01952 641222 ext 4382


 


If about Royal Shrewsbury Hospital:


Patient Advice and Liaison Service, Royal Shrewsbury Hospital, Mytton Oak Road, Copthorne, Shrewsbury. SY3 8XQ


Tel: 01743 261691 or 0800 783 0057


 


If about Community Health: (Includes: District Nursing, Health Visitors,  Community Physiotherapy, Child Mental Health Services)


Complaints Manager, William Farr House, Mytton Oak Road, Shrewsbury. SY3 8XL.


Tel: 01743 277616 


 


If about Adult Mental Health:


Complaints Manager, South Staffordshire Healthcare, NHS Trust, St George’s Hospital, Corporation Street, Stafford. ST16 3AG


Tel: 01785 783026



 
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