At Parkside Medical Practice we always try to provide the best service possible; there may be times when you feel this has not happened.
Please note that we have to respect our duty of confidentiality to patients and a patients consent will be necessary if a complaint is not made by the patient in person.
If you wish to make a complaint please telephone or write to the practice manager. We will then acknowledge your complaint in writing or verbally within a period of 3 working days.
The periods of time within which a complaint can be made is normally:
- 12 months from the date on which the event/incident which is the subject of the complaint occurred; or
- 12 months from the date on which the event/incident which is the subject of the complaint comes to the complainant's notice.
We aim to give you an outcome to your complaint within 10 working days although occasionally it may take longer. You are also invited to discuss your concerns in a meeting if you wish to.
Comments or suggestions can be submitted by email or via reception.
Download the Complaints form: Complaints Form 2021 (DOCX, 22KB)
If patients don’t wish to complain direct to the practice then their route in the first instance should be NHS England. If patients are not happy with their response from NHS England then the next step is to contact the Ombudsman. Please see contact details below.
NHS England
Email – england.contactus@nhs.net type in the Subject tab “for the attention of the complaints team”
( Helpline 0300 311 2233 – Customer Care Centre)
Ombudsman
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
(Helpline: 0345 015 4033)
Website www.ombudsman.org.uk
NHS Choices for complaints to other NHS organisations.
How to Complain – Updated Info from 1 July 2023
How you make a complaint about primary care services is changing on 1 July 2023
You have the right to make a complaint about any aspect of NHS care, treatment or service, this is written into the NHS Constitution on GOV.UK. From 1 July 2023 the way you make a complaint about primary care services to the commissioner is changing. By primary care services we mean GPs, dentists, opticians or pharmacy services.
There are two ways you can make a complaint:
- You can make a complaint about the service you received at our practice directly to us. To do this please contact reception who will be able to assist you with your complaint.
- You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received.
After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact the Black Country Integrated Care Board instead of NHS England.
You can do this by:
- Telephone: 0300 0120 281
- Email: bcicb.time2talk@nhs.net
- Writing to us at:
Time2Talk, NHS Black Country Integrated Care Board (ICB) Civic Centre, St Peter’s Square, Wolverhampton, WV1 1SH
If you want to make a complaint directly to the provider of the primary care service, you still can – that does not change on the 1 July 2023. Please see the Black Country ICB Compliments, concerns and complaints leaflet here (PDF, 524KB)