We take complaints very seriously. If you would like to make a complaint regarding the surgery or the services we offer, please follow the below process:
Email or write to our Practice Manager , outlining what or who you are complaining about. It is helpful if you can include the context of what happened, who was involved, and when it took place.
Email: hwicb.tenburysurgery@nhs.net with the subject line: “FAO Practice Manager – Complaint”
Or write to: The Practice Manager, Tenbury Surgery, 34 Teme Street, Tenbury Wells, WR15 8AA.
We will acknowledge that we have received your complaint by email, text or post usually within 48 hours.
Our Practice Manager will complete an investigation using the information you have provided to consider what went wrong, how it could’ve been avoided, and what action are we going to take to resolve your complaint.
You will receive a formal response from our Practice Manager usually within 14 working days. This will be via email or post. Our response will outline the findings from our investigation, how we can improve, and what action is being taken. Sometimes, it may take longer than 14 working days so we will keep you updated with an estimated timeline.
Periods of time within which complaints can be made
- The period of time within which a complaint can be made is normally:
- 12 months from the date on which the event / incident which is the subject of the complaint occurred; or
- 12 months from the date on which the event / incident which is the subject of the complaint comes to the complainant’s notice.
Complaining On Behalf Of Someone Else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we will need them to give us permission to liaise with you. This permission can be given to us in writing or by telephone.
Complaining To NHS England
We hope that, if you have a problem, you will use our practice complaints procedure. However, if you feel you cannot raise your complaint with us you can contact NHS England Customer Care Centre on 0300 311 22 33 or email england.contactus@nhs.net.
Alternatively you can write to: NHS England, PO Box 16738, Redditch B97 9PT
Complaining to Healthwatch Worcestershire
Email: info @healthwathcworcestershire.co.uk Telephone number 01386 550264 http://www.healthwatchworcestershire.co.uk
Alternatively, you can write to: Healthwatch Worcestershire, Queen Elizabeth Drive, Pershore, WR10 1PT
Complaining to NHS Herefordshire and Worcestershire ICB
Email: hw.complaints@nhs.net Telephone number 0330 0534356 https://www.hwics.org.uk/contact-us
Alternatively, you can write to: NHS Herefordshire and Worcestershire ICB, Patient and Strategies Liaison Team, Kirkham House, John Comyn Drive, Perdiswell, Worcester, WR3 7NS
If you are unhappy with the response to a complaint
You should allow your complaint to be investigated first, but if you remain dissatisfied following receipt of the response and any further discussion you can complain to the https://www.ombudsman.org.uk/. The Ombudsman is independent of the NHS and government.
The helpline is: 0345 015 403