At Cradley Surgery the
Complaints Manager is:
Kirsten Jonathan, Practice Manager who is supported by the Responsible Officers
Dr Chris Spruce and Dr Peter Clegg
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Cradley Surgery
We understand that we may not always get everything right and by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; all our staff are trained to handle complaints effectively. Alternatively, ask to speak to the Complaints Manager, Kirsten Jonathan, Practice Manager.
A complaint can be made verbally or in writing. A Complaints Form is available from reception.
Additionally, you can complain via email to: cradleysurgery@nhs.net
If you do not feel comfortable with making a compliant to us directly you may ask the Integrated Care Board to raise the matter with us on your behalf. The ICB can be contacted via
Email: hwicb.complaints-gp@nhs.net
Tel: 0330 053 4356
Patients may also write to
NHS Herefordshire and Worcestershire
Patient and Stakeholder Liaison Team
Kirkham House
John Comyn Drive
Worcester
WR3 7NS
Third party complaints
Cradley Surgery allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A Third Party Patient Complaint Form is available from reception.
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The complaints manager will respond to all complaints within three business days. Furthermore, they will provide regular updates for you regarding your complaint, whilst aiming to have the complaint completely resolved within 40 days.
Investigating complaints
Cradley Surgery will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
Cradley Surgery will ensure that all complaints are investigated with the utmost confidentiality and any documents are held separately from the patient’s healthcare record.
Final response
Cradley Surgery will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our practice policy.
