Make a complaint
Your experience matters to us and we want to hear from you. If you have a complaint or a
concern about the service you received from any member of staff working at the practice please
let us know. We hope that any concerns can be sorted out easily and quickly at the time they
arise. If you wish to make a formal complaint please note Wake Green Surgery operate a
practice complaints procedure as part of a NHS system for dealing with complaints.
If you make a complaint it is practice policy to ensure you are not discriminated against or
subjected to any negative effect on your care, treatment or support.
How to complain
You can raise your formal complaint in writing or by email using the following contact details:
Wake Green Surgery
7 Wake Green Road
Telephone: 0121 449 0300
We hope that most problems can be sorted out easily and quickly, often at the time they arise,
and with the person concerned. If your problem cannot be sorted out this way and you wish to
make a complaint, we would like you to let us know as soon as possible. Ideally within a matter of
days, or at most, a few weeks – because this will enable us to establish what happened more
easily. If it is not possible to do that, please let us have details of your complaint:
• Within 12 months of the incident that caused the problem; or
• Within 12 months of discovering that you have a problem.
If you simply wish to provide valuable information about what we could do better and your experience at the surgery, please pick up a ‘ Your experience matters’ leaflet which details the many ways you can share your views.
What we will do:
The practice will acknowledge your complaint within 2 working days and aim to have looked into
your complaint within 10 working days of the date when you raised it with us.
During our investigation we shall:
• Find out exactly what happened and what went wrong
• Ensure that the problem has been discussed with all the appropriate members of staff and provide feedback
• Offer an apology if we are found to be at fault
• Identify what the practice can do to make sure the problem does not happen again
Complaining on behalf of someone else:
If a situation arises where you need someone to make a complaint on your behalf or a patient requests that you make a complaint on their behalf then you need to be aware that we keep strictly to the rules of medical confidentiality. We would always need the written consent of the patient before we could accept the complaint.
Not happy with the outcome?
We believe that raising your concerns with us will give us the best chance to improve our service.
Whilst we hope that we can give you a satisfactory explanation or solution we appreciate this may
not always be the case.
If you feel you cannot raise your complaint with us or are dissatisfied with the response you have
received you can contact the following bodies:
The NHS Complaints Advocacy Service is a free and independent service that can help you
make a complaint about a national health service.
By telephone: 0300 330 54 54
By email: email@example.com
NHS England www.england.nhs.uk
By post to: NHS England, PO Box 16738, Redditch, B97 9PT
By email to: firstname.lastname@example.org. If you are making a complaint please state: ‘For the
attention of the complaints team’ in the subject line.
By telephone: 0300 311 22 33
If you use British Sign Language: visit NHS England’s BSL Service.
Health Service Ombudsman
As a last resort, if you are not happy with the response from this practice, you can refer your
complaint to the Parliamentary and Health Service Ombudsman.
The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London, SW1P 4QP
By Telephone 0345 015 40 33