Feedback - Complaints

We appreciate feedback from our patients. This can help improve services and allow us to continue providing a good service.

Positive feedback

We thank patients who have given the following positive comments using our feedback forms during a new service called the Quick Access Clinic (QAC) 

“took my baby in. Was told to be there at 3:00. Went in to see doctor at 3:10. Great service”

“good idea. Fitted well into my day. Dr very helpful and kind”

“the QAC clinic was very useful and gave us the appointment we needed”

“very happy the way doctor gave information and advice”

“…. very good and I didn’t have to wait too long”

“the staff are very good. They have patience to explain what you don’t understand”

Positive Patient feedback from NHS Choices... Thank you.

"This week I've visited the surgery twice the first visit was a Clinician who listened to me and treated me with dignity and respect they took the time to explain to me about the test I would be having that week and why I required the test.Today I spent two hours in the surgery the decor has changed the feel of the surgery its bright and welcoming new signs where in the process of been putting up.in a contrast colour which stand out from the walls. As I was waiting I heard people commenting on the new number system for the clinical rooms they seem to be liking the changes. Today the staff put me at ease and explained the process to me and answered my questions two hours went by extremely quickly. I noticed the surgery now has a Health Hub with information for patients I'm hoping that more information will go up so I can see where I can go locally for exercise for people with limited mobility!"

Please click on the Friends and Family Test Tab (on the left hand navigation bar) to give feedback. Please watch the video below for more information.

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.

Feedback form.pdf

If you have a complaint we would encourage you to contact the GP Practice as soon as possible after it coming 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 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

Patient Engagement Lead

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 hope 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:

By post to:

NHS England
PO Box 16738
Redditch
B97 9PT

By email to: england.contactus@nhs.net

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

Our opening hours are: 8am to 6pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am. 

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

Patient Advisory Liaison Service (PALS)

PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally.

Patient Services Team

NHS Telford and Wrekin CCG

Halesfield 6

Telford

TF7 4BF

Telephone: 01952 580407  

There is also a 24 hour answer phone service

Email: twccg.patientservices@nhs.net  


PALS is open Monday – Friday 9am – 4pm (excluding bank holidays).

 

1 Friends and Family Test

2 Comments

3Additional Questions


Privacy Protection

We use the information entered into this form only for the purposes of processing your Friends & Family Test submission. Information entered into this form is stored and accessed securely by designated Practice staff.

Issues raised in comments may be discussed between relevant members of the Practice. The information is used for quality monitoring purposes, in line with the expectations of the patients submitting the feedback.

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.

All submissions are collated and sent to NHS England.

This information is kept for as long as the site is active or it is deleted by a site administrator.

Learn more about our Privacy Policy and Terms of Use. Should you have any concerns about sending your personal details using the web, please use one of the alternative methods offered by our organisation.


Your Neighbourhood Professionals. Just a Click Away!
Chapel Lane, Wellington, Telford, TF1 1PZ
  • Telephone 01952 226000
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Your Neighbourhood Professionals. Just a Click Away!
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