Your comments and suggestions are important to us, please click on the link below and complete the form to send them to us. Please only use this form for comments about the practice and suggestions as to how we can improve our service to you.

Medical matters and official complaints cannot be dealt with via this form. If you have a query regarding a medical matter please telephone reception to make an appointment to see the appropriate person.

We make every effort to give the best service possible to everyone who attends our Practice. However, we are aware that things can go wrong, resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly and as amicably as possible.

To pursue a complaint please contact the Deputy Practice Manager in writing, electronically, telephone or face to face and she will deal with your concerns appropriately. Further written information is available on the complaints procedure from reception. Letters should be addressed to:

Deputy Practice Manager

Mrs Liz May

Birchwood Practice

Northmead Drive

Creekmoor

Poole

BH17 7XW

or email: birchwood.practice@nhs.net

The Birchwood Practice always tries to give you the best service possible and welcomes your comments and observations. However there maybe times when you feel this has not happened. This leaflet explains what to do if you have a comment or complaint about the service you have received from the doctors or any of the staff working in the practice.

IF YOU HAVE A COMMENT OR WISH TO MAKE A COMPLAINT

We aim to resolve most problems quickly and easily, 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, you are requested to do so AS SOON AS POSSIBLE – IDEALLY WITHIN A MATTER OF DAYS. Being as specific and concise as you can.  This will enable the surgery to establish the facts more easily. You can contact the surgery and speak to the Practice Manager, Mrs Pamela Howe, or address your concern to her in writing or electronically. Mrs Howe will deal with any concerns promptly in line with the practice complaints procedure.

COMPLAINING ON BEHALF OF SOMEONE ELSE

Birchwood Practice strictly adheres to the rules of patient confidentiality. If the person making the complaint is not the patient, but is complaining on their behalf, you must have their permission to do so. Written consent signed by the patient concerned is required.

WHAT BIRCHWOOD SURGERY WILL DO

Complaints will be acknowledged within two working days of receipt of the written complaint. Mrs May will meet or telephone you to discuss and assess whether the problem is clinical or administrative. Mrs Howe will look into the complaint, investigate the circumstances; contact you by letter, meeting or telephone discussion with an explanation, offering an apology if appropriate and identify what we can doo to ensure the problem does not arise again and identify any learning outcomes.

NHS Complaints Procedure

If you do not wish to complain directly to the Practice you can address your complaint to NHS Dorset;

NHS Dorset Customer Complaints team
Vespasian House, Barrack Road, Dorchester, Dorset DT1 1TG

Direct tel: 01305 368926

Email: customer.careteam@nhsdorset.nhs.uk

Website: Feedback – NHS Dorset

TAKING THE COMPLAINT FURTHER

If you remain dissatisfied with the outcome of your complaint you have the right to ask the Ombudsman to independently review your case by contacting the service at: The Parliamentary and Health Service Ombudsman.

Millbank Tower

Millbank

LONDON SW1P 4QP

Telephone: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk

Web site: www.ombudsman.org.uk