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Complaints Procedure

We hope the information below gives advice on how to make a complaint.

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 the national criteria.

Note: 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 raise a complaint

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, and you wish to make a formal complaint, This can be carried out verbally or please complete a feedback form which is available at reception or can be downloaded from the website you can also email wmp.complaints@nhs.net. please include all the details of the complaint, this will enable the practice to get a clear picture of the circumstances surrounding the complaint.

Complaints Leaflet 2023 (PDF, 184KB)

If you have a complaint we would encourage you to contact the GP Practice as soon as possible after it comes to your attention, as this will make it easier to investigate any concerns that you raise. The Local Authority Social Services & NHS Complaints Regulations (2009) states that complaints should normally be made within twelve months of the events complained about or twelve months of knowledge of the events. Those received outside this timescale will only be investigated if there are demonstrable exceptional circumstances for not making the complaint within the timescale (e.g. bereavement or illness). In these circumstances, Wellington Medical Practice will consider whether it is still possible to investigate the complaint effectively and fairly given the time that has elapsed”.

Write to us at:

FAO Tania Burrows
Practice Coordinator
Wellington Medical Practice (Complaints)
Chapel Lane
Wellington
TF1 1PZ

The practice will acknowledge your complaint within three working days of receiving your complaint and aim to have investigated your complaint within thirty working days of the date you raised it with us. At this stage, you should be offered an explanation or a meeting.

When the practice looks into your complaint it aims to:

• Ascertain the full circumstances of the complaint
• 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

Raising a complaint on behalf of someone else

Please note that Wellington Medical Practice adheres strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required unless they are incapable of providing this due to illness or disability.

Other Authorities who can deal with complaints

The management team hopes that if you have a problem you will use 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:

NHS England welcomes concerns, compliments and complaints as valuable feedback that will help us learn from your experiences and make improvements to services we commission.

You can complain or give feedback:

After 1 July 2023, patients and members of the public can make a complaint about primary care services (such as GP services by contacting NHS Shropshire, Telford and Wrekin instead of NHS England.

You can do so by phone, email, or written correspondence via NHS Shropshire, Telford, and Wrekin Patient Services Team, at:

Telephone: 01952 580407

Email: stw.patientservices@nhs.net

Writing to us at Halesfield 6, Halesfield, Telford, TF7 4BF

There are two ways to make a complaint:

• You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example, a GP surgery or dental surgery, or
• You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received, such as your local ICB (NHS Shropshire, Telford and Wrekin).

Telford and Wrekin Independent Health Complaints Advocacy Service

Engaging Communities provides the Independent Health Complaints Advocacy Service for people who want to make a complaint about the NHS in Telford & Wrekin. The service is free, independent and confidential and available to anyone living in Telford & Wrekin who has a complaint about the NHS.

You can contact Engaging Communities direct by: calling 0800 1615600

Text: 07724172811

EC Telford Complaints Advocacy booklet (PDF, 5.71MB)

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The form does not require personal information. Any personal information transmitted via this form may be anonymised by the Practice when this is required to ensure compliance with General Data Protection Regulation.

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