Queslett Medical Centre

522 Queslett Road, Great Barr, B43 7DY
Tel: 0121 360 8560 Fax: 0121 360 6833

Comments and Complaints

QMC Complaints and Comments Leaflet 

NHS Complaints Guidance Leaflet 

Queslett Medical Centre is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.

Tell us about our service by completing the comments form on this page

Could you easily get through on the telephone?

Did you get an appointment with the practitioner you wanted to see?

Were you seen within 20 minutes of your scheduled appointment time?

Were our staff helpful and courteous?

Practice Complaints Procedure

If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

How to file a Complaint

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact Practice Manager / Dr Alam, who will try to resolve the issue and offer you further advise on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

Within 6 months of the incident that caused the problem

OR

Within 6 months of discovering that you have a problem, provided this is within 12 months

The practice will acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date you raised it with us. At this stage you should be offered an explanation or a meeting with the person(s) involved. When the practice looks into your complaint it aims to:

Ascertain the full circumstances of the complaint

Make arrangements for you to discuss the problem with those concerned, if you would like this

Make sure you receive an apology, where this is appropriate

Identify what the practice can do to make sure the problem does not happen again

Complete the form below to leave us any comments or complaints