We welcome feedback on the care we provide. We would like to know if we are doing something well as this encourages us but we also would like to know if you think we can improve our services or you would like to complain about your care. There are several options to give feedback.
- Send a Message
- Friends and Family Test
- Leave a review on our NHS Webpage
- Make a complaint – see below
Making a Complaint
If you are a registered patient you can complain about your own care. You are not normally able to complain about someone else’s treatment without their written authority.
- Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first.
- Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and giving as much detail as you can, as this helps us to establish what happened more easily. In any event, this should be within 12 months of the incident, or within 12 months of you becoming aware of the matter. Please use one of the following methods:
- Send a message
- Speak to reception in person or on the phone and ask for a complaints form.
- Send a letter to Paulette Morris, Practice Manager, Springfield Surgery, 856 Stratford Rd, Sparkhill, Birmingham. B11 4BW
Responding to your complaint
We aim to settle complaints as soon as possible. We will usually acknowledge receipt within three working days and try to get a response to you within 10 working days. If it cannot be done in 10 days, you will be notified and given an idea of response time. You will then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue.
