If you have any suggestions or comments, please complete our online feedback form.

If you are happy with the service that you have received, please complete a Friends and Family Test. 

Complaints

The partners and staff at School Lane Surgery strive to get things right, however with busy services, mistakes can happen. If they do, it is important that we put things right as quickly as possible and to use the experience to improve services and prevent future problems. With this in mind, we try to have a robust approach to dealing with complaints. Our aim is to listen, respond and improve.

If you feel that you have the need to make a complaint, we are always happy to listen. Please ask to speak to a member of staff who will endeavour to resolve your problem. If you would like to complain please put this in writing via email to nwicb.schoollane.admin@nhs.net alternatively, you can put this in a letter directly addressed to the complaints manager. This enables full investigation, review, learning and direct feedback for your complaint. The practice aims to acknowledge your complaint within three working days and aim to have looked into your complaint within 25 working days of the date you raised it with us.

Complaining on Behalf of Someone Else

If you want to complain 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 there is a valid reason why they cannot.

Complaining further

If you feel that your complaint hasn’t been dealt with correctly, then you can contact any of the below organisations to take your complaint further.

Independent Complaints and Advocacy Service (ICAS)

ICAS is a national service that supports people who want to make a complaint about their NHS Care or treatment. Your local ICAS service is located at:

POhWER,
PO Box 14043,
Birmingham,
B6 9BL

Tel: 0300 456 2370

Minicom: 0300 456 2364

Email: pohwer@pohwer.net

Website: www.pohwer.net

Contacting the CQC

If you have a genuine concern about a staff member or regulated activity carried on by this practice, then you can contact the Care Quality Commission.

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 who investigates complaints about the NHS in England.

You can call the Ombudsman’s Complaints Helpline on:

Telephone: 0345 015 4033

Minicom: 0300 061 4298

Website: www.ombudsman.org.uk