Feedback

We are committed to providing the highest standard of care. However, we recognise that sometimes things may go wrong. If you are unhappy with any aspect of the care or service you have received, please let us know so that we can address your concerns and improve our services.

How to make a complaint

• You can speak to any member of our team, who will try to resolve the issue straight away.
• If you prefer, you can make a formal complaint in writing or by email to the Practice Director. Emails should be sent to berrylanemedicalcentre@nhs.net. We have a practice-based form that you can complete, which is available from reception or alternatively you can complete the feedback form on the Practice website.
• Please try to make your complaint as soon as possible after the event, ideally within 12 months.

What happens next

• We will acknowledge your complaint within 3 working days.
• We aim to investigate and respond fully within 15 working days if possible.
• If more time is needed, we will keep you informed of progress.
• We will provide you with a full explanation and let you know any actions we have taken.

Further steps

If you are not satisfied with our response, you can escalate your complaint to:

Parliamentary and Health Service Ombudsman (PHSO)
Website: www.ombudsman.org.uk
Telephone: 0345 015 4033

You can also seek support in making a complaint from:

• NHS England (for primary care services)
• Independent NHS Complaints Advocacy

Our commitment

All complaints are treated in confidence and will not affect your care in any way. We welcome feedback as it helps us to learn and improve.