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Complaints
Procedure
Our aim is to provide a high quality
service to all our patients by
providing effective and efficient
primary health care. If you have a
complaint about the practice, please
follow this procedure.
Patients are requested to make an
appointment or write to the Practice
manager with any complaints they may
have. (On request, a patient
information leaflet will be given to
the complainant.)
The practice manager will establish
contact (usually verbally) with the
complaint as soon as practicable and
usually within 2 days. A report will
be completed at this stage by the
Practice Manager to obtain as much
information as possible.
Depending upon the nature of the
complaint, the manager will decide
if the partners need to be
consulted.
The Practice Manager will make every
effort to come to an agreement with
the complainant on what course of
action is necessary.
Clinical matters will be directed to
the nominated partner.
Information regarding a complaint
will not be given to a relative,
friend or representative of a
patient, without the patient's
written consent.
If a complaint cannot be resolved
using the practice based procedures,
the complainant will be advised to
contact the Health Authority to
investigate further into the matter.
The complainant may also wish to
contact ICAS (Independent Complaints
Advocacy Services) for help. Their
address and telephone number are as
follows:
ICAS
Virginia House
56 Warwick Road
Olton
Solihull
B92 7HX
Tel: 0121 685 4700 |
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The
Complaints Manager
Solihull Care Trust
20 Union Road
Solihull
B91 3EF
Tel: 0121 711 7171
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Please note if you
are still dissatisfied you are
entitled to an independent review by
the Healthcare Commission within 28
days of receipt of your reply. The
Healthcare Commission is an
independent body established to
promote improvements in healthcare
through the assessment of the
performance of those who provide
services. You can contact the
Healthcare Commission on 020 7448
9200 or write to them at:
Healthcare Commission
Complaints Team
Peter House
Oxford Street
Manchester
M1 5AN
or visit their web site at
http://www.healthcarecommission.org.uk
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