St George's Medical Centre

NHS
Search
Close this search box.

Complaints

We believe that most problems can be sorted out quickly and easily, usually at the time they occur with the individuals concerned. Please ask to speak with the Senior receptionist who will try to assist you.

Local Resolution

As part of our resolution process, we aim to deal with complaints as soon as possible after the event. A complaint must be made in writing, ideally within 1 year of the date on which the complaint occurred. This can be done via email: [email protected] or you can write a letter. All complaints must be addressed to the Practice Manager, Dawn Benjamin.

After having received your response, if you are still unhappy with the outcome you can contact the complaints team at NHS England and outline your complaint. Alternatively, you may contact the Ombudsman.

  • The Parliamentary & Health Service Ombudsman
  • Millbank Tower
  • Millbank
  • London
  • SW1P 4QP
  • 0345 015 4033
  • www.ombudsman.org.uk

We will acknowledge your complaint in writing within 2-3 working days and will then proceed to carry out an investigation within 21 working days. At times it may take longer, but we will try to notify you if this is the case. Upon completion of our investigation, we should be in a position to offer you an explanation in writing. Alternatively, we may invite you to attend a meeting in the Practice if this is deemed appropriate.

When investigating a 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 this is appropriate
  • Make sure that you receive an apology where appropriate
  • Identify what we can do to make sure the problem does not arise again
  • Introduce procedures to ensure that best practice is adopted where necessary

A written response from the Practice Manager will be sent within 25 workings days of the complaint being made

Complaints to NHS England

If you feel that the Practice was unable to resolve your issues then you can get in contact with NHS England Complaints Team:

  • NHS England
  • PO BOX 16738
  • Redditch
  • B97 9PT
  • Tel: 0300 311 2233
  • Voice ability: 0300 3305 454
  • Text phone: 07860 022939
  • Email: [email protected]