Horseley Heath Surgery Tandon Medical Centre
Horseley Heath Surgery Tandon Medical Centre

Complaints and Comments

We are always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.

If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

Note: Making a complaint will not influence your care, treatment or support.

How to Complain

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, you can write to

 

Emma Meredith, Practice Manager

Horseley Heath Surgery, 14 Horseley Heath, Tipton, DY4 7QU

Tandon Medical Centre, Kent Street, Dudley, DY3 1UX

e-mail address: tmc.hhs@nhs.net

 

Emma will try to resolve the issue and offer you further advice on the complaints procedure.

The practice will acknowledge your complaint within 2 working days and look into your complaint as soon as possible. At this stage you should be offered an explanation or a meeting with the person(s) involved. When we look into your complaint it aims to:

  • Ascertain the full circumstances of the complaint
  • Make arrangements for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where this is appropriate

Identify what the practice can do to make sure the problem does not happen again

Escalating further

The practice management team hope that your concerns will be addressed through the discussions with us via the Practice Complaints Procedure.

However, if you feel you cannot raise your complaint with us, or you are dissatisfied with the response received from us, you can contact any of the following 2 bodies:

Patient Experience Team

Birmingham and Solihull NHS Cluster,

7th Floor, Triplex House,

Eckersall Road,

Kings Norton
Birmingham  B38 8SS

Tel: 0800 389 8391

Independent Complaints and Advocacy Service (ICAS)

Unit 2.1, Clarendon Business Park,

Clumber Avenue,

Nottingham, NG5 1AH

Tel: 0115 962 1776 

If you have a genuine concern about a staff member or regulated activity carried out by this Practice then you can contact the Local CCG via

Time 2talk – swbccg.time2talk@nhs.net

Quality & safety – Sandwell & West Birmingham CCG – 0121 612 4110

or the Care Quality Commission on 03000 616161, or alternatively visit the following website: http://www.cqc.org.uk