Suggestions, Comments and Complaints

Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide. If you would like to give us any feedback or wish to make a complaint, please complete our Feedback and Complaints Triage.

Complaints Procedure

Here at Summerhill Surgery, we hope that most problems can be resolved swiftly, at the time that they arise and with the person concerned. If you wish to make a complaint, we ask that ideally, you do so on the same day. This will help us to establish what happened and why.

Please let us know about your complaint:

  • within 6 months of the incident
  • within 6 months of discovering that you have a problem, providing it is within 12 months of the incident

We will acknowledge your complaint within 3 working days and identify what we can do to make sure the problem doesn’t arise in the future.

Written complaints should be addressed to:

Mrs Carol Tyler – Practice Manager
Summerhill Surgery
Summerhill
Kingswinford
West Midlands
DY6 9JG

Alternatively, you may ask for an appointment with Mrs Tyler to discuss your concerns in person.

Complaining on Behalf of Someone Else

If you are making a complaint on behalf of someone else, we require a letter signed by the person concerned, giving their permission for you to do so. Please note that we keep to the strict rules of medical confidentiality.

What If I Am Still Not Happy?

We endeavour to resolve all complaints in a timely manner, however, if you are still unhappy with the response you receive, please let us know as soon as possible.

You also have the right to contact either NHS England via:

Email: england.contactus@nhs.net

Phone: 03003 11 22 33

Write to:

NHS England
PO Box 16738
Redditch
B97 9PT

You can also contact the Parliamentary Health Service Ombudsman (PHSO) via:

Website: www.ombudsman.org.uk

Phone: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk

Write to:

Parliamentary and Health Ombudsman
Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP