Complaints

How to file a complaint with the Practice

HOW TO COMPLAIN

Tell us when we haven’t got it right.

 
 

Importantly, we need you to tell us when we aren’t meeting your expectations so that we can change and improve. Our formal complaints procedure has been developed using feedback from our patients and has most recently been approved in May 2024 by our senior management team.

Our four-step formal complaints process:

  1. Email or write outlining what or who you are complaining about. It is helpful if you can include the context of what happened, who was involved, and when it took place.

    Email:hwicb.henwick@nhs.net with the subject line: “FAO Complaints Manager - Complaint”

    Or write to: The Complaints Manager, Severn Valley Medical Practice, Henwick Halt Medical Centre, 1 Ingles Drive, St John’s, Worcester, WR2 5HL

    Making complaints in writing will ensure we have a complete and accurate overview of your concerns, which will help us review all details thoroughly and avoid missing any important information.  If your preference is to make a verbal complaint, you can do so by speaking to one of our managers.  If a manager is not available, your details will be taken and a manager will contact you within 48 working hours.  If your complaint is clinically urgent and cannot wait, the clinical element will be reviewed by our triage team.

  2. We will acknowledge that we have received your complaint by email, text or post usually within 3 working days (although there may be a delay).

  3. Our Complaints Manager will complete an investigation using the information you have provided to consider what went wrong, how it could’ve been avoided, and what action are we going to take to resolve your complaint.

  4. You will receive a formal response from our Complaints Manager usually within 28 working days. This will be via email or post. Our response will outline the findings from our investigation, how we can improve, and what action is being taken. Sometimes, it may take longer than 28 working days so we will keep you updated with an estimated timeline.


Your feedback doesn’t stop there, we complete an organisation-wide review of all comments and complaints at our regular senior management meetings.

Frequently Asked Questions:

  • Yes, if you have express permission to do so and we are aware of this.

    Due to medical confidentiality, it is important that, if you are complaining on behalf of someone else, our records show that you have express permission to do so.

    If we need to confirm this when we have received or are investigating your complaint, we will do so.

  • There is a national service called POWhWER that supports people who want to make a complaint about their NHS Care or treatment.

    Your local advocacy service can be found on their website.

  • If you aren’t satisfied with the way your complaint has been dealt with or the outcome, you can contact:

    1. Healthwatch Worcestershire

      You can contact Healthwatch Worcestershire about the service you have received via their website.

    2. NHS England

      By post: NHS England, PO Box 16738, Redditch, B97 9PT
      By email: england.contactus@nhs.net using the subject line “FAO The Complaints Manager”
      By phone: 0300 311 22 33 (lines open Mon to Fri 8am to 6pm)

    3. The Care Quality Commission

      If you have a concern about a member of staff or a regulated activity carried out by this Practice, then you can contact the CQC
      By phone: 03000 616161
      By visiting: www.cqc.org.uk

    4. The Parliamentary and Health Service Ombudsman

      If you have not received a satisfactory response from this Practice or NHS England, you can then refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.

      By phone: 0345 015 4033

      By visiting: www.ombudsman.org.uk

      By textphone: 0300 061 4298

  • The Information Commissioner’s Office (ICO) is the UK’s independent authority set up to uphold information rights in the public interest, promoting openness by public bodies and data privacy for individuals.

    If you have a concern about the way we handle your data, you can find out how to contact and complain to the ICO on their website.