Comments & Complaints

Making a complaint

If you have a complaint or concern about the service you or a relative have received from The Yoxall Practice, please let us know. All complaints are treated confidentially and are taken seriously. We can learn from our mistakes and by letting us know you can help us to provide a better service. We operate a complaints procedure, which has to conform to national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and by the persons concerned. If your problem cannot, we would like to know as soon as possible after the event – this helps us to establish what happened more easily.

You may address letters to Mrs Rachel Roberts, Practice Manager at the address above, or alternatively telephone 01543 472202 and ask for an appointment with Mrs Roberts to discuss the problem.

Letters should give details of the problem and details of any outcome as a result of the problem. Please give the date and time of events and be as specific as possible.

What we shall do?

We shall acknowledge your complaint within three working days of receipt and aim to have looked into your complaint within 20 working days. We aim by then to be in a position to offer you an explanation, or a meeting with the people involved. On looking into any complaint we aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned, if you wish to do so
  • Identify ways in which similar problems can be prevented
  • Make sure you receive an apology, if this is appropriate

Complaining on behalf of somebody else

We keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, who is not a minor, we need to know that you have his or her permission to do so. A note signed by that person will suffice, unless they are incapable (because of illness or infirmity) of providing this.

Complaint to the Patient Advice and Liaison Services (PALS)

We hope that you would use our complaints procedure and that we can resolve most problems ourselves. We believe this will allow us the best chance of putting things right and improving our service. However, this does not affect your right to approach PALS, if you feel you cannot raise your complaint with us, or if you are dissatisfied with the result of our investigation.

Contact details for PALS, NHS England and the PHSO are given below

CONTACT DETAILS FOR PALS

08007832865

CONTACT DETAILS FOR NHS ENGLAND

Telephone: 0300 311 22 33

Email: england.contactus@nhs.net

Post: NHS England, PO Box 16738, Redditch, B97 9PT

CONTACT DETAILS FOR THE PARLIAMENTARY & HEALTH SERVICE OMBUSMAN (PHSO)

Under the new NHS Complaints procedure, you have the right to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint if you remain unhappy once local resolution is completed. The PHSO contact details are:

The Parliamentary and Health Services Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Telephone: 0345 0154033, Fax: 0300 0614 000

Email: phso.enquiries@ombudsman.org.uk

The PHSO would normally expect any request to be lodged within 12 months from the date when you became aware that you had cause to complain.

However, you are encouraged to make the approach as soon as possible once local resolution is complete.

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