Making a Complaint

Complaints Procedure:-

Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first.

Where you are not able to resolve your problem in this way, you can make an official complaint verbally, in writing or by email. If you make your complaint verbally, a record of your complaint will be made and you’ll be provided with a written copy.  The complaint should be made as soon as possible after the event ,giving as much detail as you can, as this helps us to establish what happened more easily. In any event, this should be:

  • Within 12 months of the incident,
  • or within 12 months of you becoming aware of the matter

If you are a registered patient you can complain about your own care. If you’re complaining on behalf of someone else, include their written consent with your letter (if you’re making your complaint in writing)

Send your written complaint to:
The Practice Manager
Pearl Medical Centre
619-621 Washwood Heath Road
Ward End
Birmingham B8 2HB

What we do next
We look to settle complaints as soon as possible.

We will acknowledge receipt within three working days, and aim to have looked into the matter within 21 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you wish to do so.
When the investigations are complete, a final response will be sent to you.

Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.

The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.

Complaining on Behalf of Someone Else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Please ask at reception for the Complaints Form, which contains a suitable authority for the patient to sign to enable the complaint to proceed.

Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances that prevent this in your covering letter.

Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.

We may still need to correspond directly with the patient, or may be able to deal directly with the third party. This depends on the wording of the authority provided.

For further details, please download the complaints leaflet

 

Date published: 8th November, 2023
Date last updated: 19th March, 2024