How to make a complaint

We pride ourselves as a practice in providing healthcare at the highest standards, but there may be times when you feel this has not happened. The practice has a formal complaints procedure which will allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person. Further information is available in leaflet form.

Please ask at reception or download the leaflet below.

Patient Complaint Form  https://www.parkmedical.org.uk/files/2019/03/Patient-Complaints-Form.pdf

Patient Complaint Leaflet http:// https://www.parkmedical.org.uk/files/2019/03/Patient-Complaints-Leaflet.pdf

You can also email your complaint: [email protected]

The Patient Advice and Liaison Service (PALS)

Offers confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers.

You can find officers from PALS in your local hospital

PALS can give you information about:

  • The NHS
  • The NHS complaints procedure, including how to get independent help if you want to make a complaint
  • Support groups outside the NHS

PALS also help to improve the NHS by listening to your concerns and suggestions.

If you’re not happy with an NHS service, you can make a complaint. You should complain to the person or organisation providing the service first, such as the GP, dentist, hospital or pharmacist. Alternatively, you can complain to the commissioner of that service

Visit NHS website at https://www.nhs.uk/common-health-questions/nhs-services-and-treatments/what-is-pals-patient-advice-and-liaison-service/

POhWER is the NHS Complaints Advocacy Service

POhWER NHS Complaints Advocacy Service is here to help you to make a complaint about your NHS care or treatment

NHS Complaints Advocacy is free, confidential and independent of the NHS.

  • Visit their Website http://www.pohwer.net/
  • Telephone  0300 200 0084 Support centre is open Monday to Friday from 8am – 6pm (charged at local rate)
  • Minicom – 0300 456 2364
  • Text – send the word ‘pohwer’ with your name and number to 81025
  • Email – [email protected]
  • Skype – pohwer.advocacy – 8am to 6pm Monday to Friday
  • Fax – 0300 456 2365
  • Post – PO Box 14043, Birmingham, B6 9BL

Complaining to NHS England

NHS England welcomes concerns, compliments and complaints as valuable feedback that will help us learn from your experiences and make improvements to services we commission.

You can complain or give feedback:

  • By post to: NHS England PO Box 16738 Redditch B97 9PT
  • By email to: [email protected] (If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line)
  • By telephone: 0300 311 22 33 (Our opening hours are: 8am to 6pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am. We are closed on bank holidays)