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:

Carol Morley
Practice Manager
Wake Green Surgery
7 Wake Green Road
B13 9HD


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 5 working days and aim to have looked into

your complaint within 25 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

Click here for our complaints leaflet that gives a more information on what we will do.

Complaints Procedure Leaflet


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:


NHS England

By post to: NHS England, PO Box 16738, Redditch, B97 9PT


By email to: 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