listening

Suggestions and Comments

If you have a suggestion or comment about the Practice that you think might help us to improve our services to our patients, we’d love to hear from you. There are lots of ways you can contact us – by email, in person, by phone or in writing. Please see the full list here.

Compliments

Like most organisations, we really appreciate it when you take the time to let us know when we’ve done something that impresses/pleases you. We feel we often go the extra mile for our patients – but it’s good to know when that is recognised.

We’re all much more likely to give feedback when things go wrong so it’s really special when we hear from someone who just wants to compliment us. If you have a “good news” story about the Practice or want to compliment a particular member or group of staff, please let us know. Again, you can contact us in whatever way is easiest for you. You can also give feedback about Grove House Practice on the NHS Choices website.

Complaints Procedure

We always aim to provide the highest level of care for all of our patients. However, despite our best endeavours, we acknowledge that there may be occasions where we fall short of your expectations and you may feel let down by the service you have received from us. Our Practice complaints procedure outlined here is designed to make it as easy as possible for you to make a complaint and explains what you can do if you remain dissatisfied, after we respond to your complaint.

Many issues can often be resolved without having to make a formal complaint. In the first instance and where appropriate, we would ask you to consider having an informal chat with the clinician or member of staff concerned or with the Practice Business Manager. This is most often the quickest and easiest way to resolve your concern. However, if you don’t feel comfortable doing this, then please follow the procedures here.

However you wish to proceed, we hope that you will give us the opportunity to try and resolve your concerns. Not only will this give us the best chance of putting right whatever has gone wrong for you personally but it will also help us to learn from your experience and improve our service to other patients.

Rest assured that we take all complaints and comments (however raised) very seriously and we aim to resolve all issues to your satisfaction promptly and professionally.


Making a complaint

If you have any complaint or concern about the service that you have received from us, please let us know as soon as possible.

You can make your complaint to the Practice in a number of ways:

  • Online – We have set up a dedicated online patient comments & complaints form
  • In person – Please ask to speak to the Reception Supervisor, the Deputy Practice Manager or the Practice Business Manager
  • By telephone – Please ask to speak to the Reception Supervisor, the Deputy Practice Manager or the Practice Business Manager
  • By email – Please email the Practice Business Manager at patient.comments@gp-n81066.nhs.uk
  • In writing – Please give as much information as you can and send your complaint to the Practice for the attention of the Business Manager

In addition, you can download a PDF copy of our complaint form or you can ask for a copy at Reception.


What we will do

Our complaints procedure is designed to try and ensure that we settle any complaints as quickly as possible.

If you have complained in writing, online or by email, we will normally acknowledge your complaint within 3 working days and aim to investigate and respond to your complaint as soon as is practicable. If there is any delay with the investigation, we will keep you informed of progress.

Our internal investigation will often involve a review of our information, systems and processes as well as interviews with the clinician or staff member involved.

If your complaint is about a clinical issue, we may also hold a meeting with all the Practice clinicians to discuss the issues that you raise and see what can be done differently, as necessary.

When we look into your complaint, we will aim to:

  • Find out exactly what happened and why things appeared to go wrong
  • Make it possible for you to discuss the problem with those concerned, if you would like to do this
  • Make sure you receive an apology, where appropriate
  • Identify what we can do to make sure the problem doesn’t happen again

At the end of the investigation we will formally respond to you, either verbally or in writing – as appropriate and as you request.


What can you do next?

If you need help making your complaint

If you would like help to make your complaint, you can ask the local Healthwatch Advocacy. This is a free, independent & confidential complaint advocacy service.

For more information, please view their Do you have a complaint about the NHS leaflet or call 0808 801 0389 (Mon-Fri, 9am-5pm).

Other ways to complain

Experience Nationally has shown that dealing directly with the GP Practice concerned can often help problems to be satisfactorily resolved more quickly and efficiently.

However, if you feel unable or uncomfortable dealing directly with Grove House, you can contact NHS England (as commissioners of the services we provide) who will investigate your complaint on your behalf. To contact NHS England, you can:

  • Telephone: 0300 311 2233
  • Email: england.contactus@nhs.net (adding ‘For the attention of the complaints manager’ in the subject line)
  • Write to: NHS England, PO Box 16738, Redditch, B97 9PT

What if I am still dissatisfied?

If at the end of our internal complaints procedure you remain dissatisfied, you have the right to ask the Health Service Ombudsman to review your case.

The Ombudsman has powers set down by law and helps to resolve complaints about the NHS. This is a free service but generally only available AFTER the NHS has had a chance to sort out your complaint. If you decide to approach the Ombudsman, you should do this as soon as possible after you have exhausted the Practice procedure outlined here.

To contact the Health Service Ombudsman you can:

  • Visit: www.ombudsman.org.uk
  • Telephone: 0345 015 4033
  • Textphone (minicom): 0300 061 4298
  • Fax: 0300 061 4000
  • Email: phso.enquiries@ombudsman.org.uk
  • Text: “call back” with your name and mobile number to: 07624 813 005 (they will call you back)
  • Write to: The Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP