We are seeing an increase in the numbers of COVID and the Norovirus, if you have any symptoms please think before attending the practice, telephone consultations can be arranged if needed.
Thank you for your consideration.
Complaint Policy
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Hart Health Partnership.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level.
A complaint can be made in writing. Please use the complaint form available at the reception or the webform on the website.
If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:
NHS England
PO BOX 16738
Redditch
B97 9PT
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
Investigating complaints
Hart Health Partnership will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
Hart Health Partnership will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
Hart Health Partnership allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third party patient complaint form is available from reception.
Final response
Hart Health Partnership will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. information is detailed in our practice policy.
Advocacy support
- POhWER support centre can be contacted via 0300 456 2370
- SeAp Advocacy gives advocacy support on 0330 440 9000
- Age UK on 0800 055 6112
Further actions
If you are dissatisfied with the outcome of your complaint from either NHS England or this practice, then you can escalate your complaint to:
Parliamentary Health Service Ombudsman (PHSO)
Milbank Tower
Milbank
London.
Hart Health Partnership