Comments
We welcome your views and constructive suggestions which will help us improve our service to you. There is a Friends and Family Test feedback box located in the waiting room for this purpose.
Complaints
We encourage all those with a concern to contact Rough Hay Surgery in the first instance so that we can provide support to resolve the issue. You can do so by:
Telephone: 0121 526 2233 (ideally avoiding peak hours between 8.00am to 10.00am)
Writing to us:
44b Rough Hay Road
Darlaston
Wednesbury
WS108NQ
However, you can choose to contact the Black Country Integrated Care Board (ICB), Time to Talk Team by:
Complaint form: Complaint Form: Black Country ICB
Post:
Time2Talk,
NHS Black Country Integrated Care Board (ICB)
Civic Centre,
St Peter’s Square,
Wolverhampton
WV1 1SH
Website: blackcountry.icb.nhs.uk/have-your-say/time-2-talk
Practice Complaints Procedure
If you have a complaint about the service you have received from any of the staff working at this Practice, please let us know.
We operate a Practice complaints procedure as part of the NHS system for dealing with complaints. Our procedure meets national criteria.
If you feel you need to complain
We hope that most problems can be sorted out easily and quickly, preferably at the time they arise and with the person concerned.
If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally within a matter of days, or at the most a few weeks, as this will enable us to establish what happened more easily.
If it is not possible to do that, please let us have details of your complaint:
- Within 12 months of the incident that caused the problem, or
- Within 12 months of discovering that you have a problem.
Complaints should be addressed to the Practice Manager in the first instance, or one of the doctors.
Alternatively, you may ask for an appointment with the Practice Manager in order to discuss your concerns.
She will explain the complaints procedure to you and will ensure your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
Mechanism for dealing with a complaint
We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 14 working days of the date when you raised it with us depending on nature and complexity of complaint.
We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:
- Find out what had happened and what went wrong
- Agree a plan on how your complaint will be dealt with and the timescales involved
- Make it possible for you to discuss the problem with those concerned, if you would like this
- Make sure you receive an apology where that is appropriate
- Identify what we can do to make sure the problem doesn’t happen again
Complaining on behalf of someone else
Please note that we keep strictly within 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, unless they are incapable (because of illness) of providing this.