If you feel our service has been inadequate or have any suggestions for improvement or would like to make a comment we invite you to discuss them with our practice manager Mrs Lisa Hayden (by arrangement at the reception) or in writing. We have an “in house” patient complaint system. Please voice your complaint calmly and if necessary ask for the complaints procedure. We will try our best to listen and improve. All complaints are dealt with in an impartial manner.
Practice complaints leaflet (PDF, 487KB)
Complete an online form
If you are not satisfied with any treatment given in Primary care please read below
How to Make a complaint about Primary Care Services is changing on 1 July 2023
From 1 July 2023 the way to make a complaint about primary care services to the commissioner is changing. By primary care services we mean GPs, dentists, opticians or pharmacy services.
You have the right to make a complaint about any aspect of NHS care, treatment or service, this is written into the NHS Constitution on GOV.UK.
From 1 July 2023 the way you make a complaint about primary care services to the commissioner is changing.
By primary care services we mean GPs, dentists, opticians or pharmacy services.
There are two ways you can 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.
- You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received.
After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact the Black Country Integrated Care Board instead of NHS England.
You can do this by:
Telephone: 0300 0120 281
Email: bcicb.time2talk@nhs.net
Writing to us at: Time2Talk, NHS Black Country Integrated Care Board (ICB) Civic Centre, St Peter’s Square, Wolverhampton, WV1 1SH
If you want to make a complaint directly to the provider of the primary care service, you still can – that does not change on the 1 July 2023.
Ongoing complaints
If you have an ongoing complaint placed on or after 1 July 2022, you will receive a letter from NHS England informing you that the Black Country ICB is now handling your complaint, this will include confirmation of your case handler. If you have an ongoing complaint placed before 1 July 2022, you will receive a letter from NHS England informing you that your complaint is being retained by NHS England, this will include confirmation of your case handler.