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Complaints and Suggestions

We welcome your comments and suggestions on the facilities and services provided by the Practice. If you are pleased with the service you receive or feel that there could be an improvement please let us know. We consider a complaint to be anything you feel dissatisfied with that requires a response.

If you have a complaint don’t be afraid to tell us at the practice how you feel but please do be constructive and we will look into your complaint and respond to you.

How To Complain

Many complaints can be dealt with at the time that they arise either by speaking to one of the doctors or the practice manager. If this is inappropriate for whatever reason you should put your complaint in writing and send it to Mrs B. Smout the designated complaints officer for the practice. In her absence please address the complaint to Mrs A. Gill.

Who Can Complain?

• The patient
• Anyone with the patient’s written consent
• Anyone on behalf of someone too ill or too old to complain, or on behalf of a child
• Normally the next of kin where the patient has died

Complaints Procedure

First of all you will be invited to an informal discussion with the complaints officer who may be able to provide a satisfactory answer at that stage. If not, you will be advised that the matter will be fully investigated and a further meeting arranged to discuss the outcome of this investigation.

The practice will aim to complete the procedure within ten days.

If you are not satisfied with the outcome of the practice procedure you may write to Dudley Beacon and Castle PCT, St Johns House, Union Street, Dudley, West Midlands, DY1 8PP. They will investigate your complaint under a formal procedure.