Complaints Procedure

At Hollins Grove Surgery, our aim is to provide the highest possible standard of care for all our patients. We always welcome feedback and are keen to hear any suggestions on how we can improve the service we provide.

If you feel that you have not received the level of service you expected, or if an issue has been handled inappropriately, please let us know. This gives us the opportunity to put things right or explain the reasons behind our decisions

How to Make a Complaint

We aim to provide the best possible care. If you are unhappy with any aspect of our service, please let us know as soon as possible so we can resolve the issue quickly.

Verbal Complaints

  • Speak to any member of staff, who will try to resolve your concern immediately.
  • If you’re not satisfied, the issue will be escalated to the Practice Manager, Julie Hussain.
  • All verbal complaints are actioned in 7 working day, recorded and reviewed to help improve our service.

Written Complaints

  • You can write to the Practice Manager, Julie Hussain.
  • Your complaint will be acknowledged within three working days, and we’ll discuss how best to resolve it.
  • We aim to provide a full response within 30 days. If more time is needed, we’ll keep you informed.
  • All complaints are handled confidentially and in line with NHS guidelines.

We hope that most problems can be resolved easily and quickly, often at the time they arise and directly with the person involved. However, if your issue cannot be resolved in this way and you wish to make a formal complaint, please contact us within a few days or weeks of the incident so we can establish what happened more easily.

What We Will Do

Our complaints procedure is designed to resolve matters as quickly and fairly as possible. During our investigation, we will:

  • Find out what happened and what went wrong.
  • Offer you the opportunity to discuss the issue with those involved (if you wish).
  • Identify what we can do to ensure the issue does not happen again.

At the end of the process, we will discuss the outcome with you either in person, by telephone or in writing.

Complaints on Behalf of Someone Else

We strictly follow medical confidentiality rules. If you are making a complaint on behalf of another person, we will need their written consent before discussing their case, unless they are unable to give permission due to illness.

What You Can Do Next

We hope you will use our practice complaints procedure, as this gives us the best opportunity to resolve issues and improve our service.

However, if you feel unable to raise your complaint directly with us or are unhappy with the way we have handled it, you can contact NHS England…

  • By telephone: 03003 11 22 33
  • By email: england.contactus@nhs.net
  • By post: NHS England, PO Box 16738, Redditch, B97 9PT

OR Parliamentary and Health Service Ombudsman