The doctors and staff of The Spires Practice aim to provide the best possible service to all their patients and their families.  We are always interested to hear your opinion on how well you think we are doing.  We welcome compliments, suggestions and constructive criticism as they help us improve our service.

 At times you might not be happy with the service you received and you may wish to make a formal complaint.  If you do decide to make a formal complaint, please be assured that you will not be discriminated against in any way by the Practice and it will not affect the care and treatment that you will continue to receive.

HOW DO I COMPLAIN?

It is a sensible idea to make a complaint when it is still fresh in your mind.

You can raise your complaint directly with any member of staff involved. Hopefully you can be given a satisfactory explanation and your problem can be resolved immediately.

If you remain unhappy or would prefer to make a formal complaint you can:

•       Write to the practice manager, Mrs Sue Rogers;

•       Ask for an appointment with Mrs Rogers;

•       Write to any of the doctors of the practice;

Should you need help in making your complaint, contact the Primary Care Trust. Their telephone number is on the back cover.

WHAT WILL HAPPEN NEXT?

The practice manager will acknowledge the receipt of your complaint within two working days.

We aim to have looked into the details of your complaint within 10 working days. If it will take longer we will inform you of the reasons for the delay. Eventually we hope to be able to offer you:

•       A written explanation;

•       The opportunity to discuss the problem directly with those concerned or with the
        practice manager;

•       An apology when appropriate.

COMPLAINING ON BEHALF OF SOMEONE ELSE

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed.

WHO CAN I COMPLAIN TO IF I AM NOT SATISFIED?

We hope that, using our Practice Complaints Procedure, we will be able to resolve your complaint satisfactorily. We believe that this will give us the best chance to put right whatever has gone wrong. It also provides us with an opportunity to improve the way we practise.

You may feel that you do not want to raise your complaint with us or you may be dissatisfied with our response. If so, you should contact the South Staffordshire Health Authority for some further advice. The telephone number is on the back cover.