Complaints

Our aim is to provide the highest level of care for all our patients. We would like to hear from you if you think there is any way we can improve our services.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be resolved in this way and you wish to make a complaint, we would like to know as soon as possible after the event, ideally within a matter of days or at most a few weeks. This will enable us to establish what went wrong more easily.

If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know in one of 4 ways.

  • IN PERSON – ask to speak to Tracie Craddock, the Managing Partner. She will be happy to explain the procedure to you and make sure that your concerns are dealt with promptly.
  • IN WRITING – some complaints may be easier to explain in writing. Please give as much information as you can, then send your letter to the practice for the attention of the Managing Partner, Tracie Craddock, as soon as possible.
  • SEND as much information as possible about your complaint to [email protected] for the attention of The Managing Partner, Tracie Craddock.
  • ALTERNATIVELY – you may wish to speak to a patient member of the ‘Patient Participation Group’ first, so that your complaint can be discussed away from the surgery. Navigate to our Patient Participation Group page for details of how to do this.

Still not sure?

Healthwatch Telford and Wrekin have advice and information about making a complaint:

https://www.healthwatchtelfordandwrekin.co.uk/advice-and-information/2021-01-20/all-complaints-about-nhs-services

After 1 July 2023, patients and members of the public can make a complaint about primary care services (such as GP services, pharmacy, optometry and dentistry) by contacting NHS Shropshire, Telford and Wrekin instead of NHS England.


You can do so by phone, e-mail or written correspondence via the NHS Shropshire, Telford and Wrekin Patient Services Team at:
Telephone: 01952 580407
E-mail: [email protected]
Writing to us at: Halesfield 6, Halesfield, Telford, TF7 4BF

There are two ways to make a complaint:
• You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery, or;
• You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received, such as your local ICB (NHS Shropshire, Telford and Wrekin).

If you are still unhappy you have the right to ask the Healthcare Commission to review your case. The Healthcare Commission is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide the service.

Telephone: 020 7448 9200
Website
: http://www.cqc.org.uk/
Or write to them at:

Healthcare Commission (Complaints Team)
Peter House
Oxford Street
MANCHESTER
M1 5A

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