We aim to offer you the highest standard of service but if you wish to make a complaint please inform our reception staff. They can get the Practice Manager or another member of the team to assist you. We aim to deal with all complaints swiftly.
If you are still unhappy and wish to make a formal complaints then please put your complaint in writing using our online complaints form. We will contact you within 3 working days to discuss your complaint.
Please note this is for formal complaints only - do not use this form for general enquiries.
Alternatively you can put your complaint in writing or email to the Practice Manager:
If you wish to take your complaint further, you may contact Time2Talk ICB on 0300 0120 281 and select Option 1.
If the complainant remains unsatisfied they can approach the Parliamentary and Health Service Ombudsman (PHSO).
If you have any suggestions that may help us to improve the practice, please note this on a piece of paper and post this into our suggestion box located on the reception desk.
If you have a complaint please ask to speak to the practice manager who will take appropriate action. A copy of our patient complaint procedure may be requested.
We hold a “Patient Participation Group” every 3 months; this is a meeting with the practice staff and our patients. We discuss improvements for the practice and hold special health events for different health issues. If you would like to join this group, please leave your details with a member of staff.
PALS advice and liasion service
Pals is a confidential service to help you with any concerns you may have with any part of the NHS 01922 656463
Have you any Compliments? Comments/Suggestions? Concerns? Complaints?
Please let us know.
We aim to provide patients with the best possible care that we can give. If you have any compliments, comments/suggestions, concerns or complaints about our service, we want to hear about it. There is a suggestion box placed on the information table in the reception.
Complaints are dealt with swiftly and are acknowledged within 3 working days and a full investigation will be undertaken within 28 days (patients will be notified if this time scale cannot be met)
Please ask at reception for our “Patient Complaint Leaflet” or download a copy to complete and return (DOC, 63KB).
We would encourage you to speak to whoever you feel most comfortable with – any member of staff, doctor, nurse, receptionist or manager – but if you would prefer to give your feedback in writing please send it to:
The Practice Manager, Dr R Kumar’s Surgery Brace Street Health Centre, Walsall, WS1 3PS Marked “Private & Confidential”
We always try to provide the best services possible, but there may be times when you feel this has not happened.
We welcome feedback to help us improve our standard and you will not be treated any differently because you have complained. We will endeavour to put right anything that has gone wrong and offer an apology if applicable.
From July 2023 the way you make a complaint about primary care services to the commissioner is changing;
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.
Alternatively if you want to make a complaint about primary care services to the commissioner you will now contact the Black Country Integrated Care Board (ICB) instead of NHS England.
You can do this by:
Telephone: 0300 0120 281
Email: bcicb.time2talk@nhs.net
Writing to them at: Time2Talk, NHS Black Country Integrated Care Board (ICB), Civic Centre, St. Peter’s Square, Wolverhampton. WV1 1 SH
If you are still not happy with the response from the ICB you can approach:
Ombudsman
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
WS1P 4QP
Helpline: 0345 015 4033
Website: www.ombudsman.org.uk