Compliments, Complaints and Concerns

All of our staff work hard to get things right, but sometimes things don’t go as well as we would like them to. 

We can learn from you to improve services and prevent any future issues.

We would also love to hear from you if things went well and if you have any feedback or compliments relating to our services. Your concerns, compliments and complaints provide us with valuable information that helps us to improve our service. We monitor and regularly review all feedback so that we can target our improvement work.

Complaints about GPs, dentists, pharmacists or opticians

The CCG does not commission primary care. If you have a comment, complaint or compliment about a doctor (GP), dentist, pharmacy or optician, please contact the practice directly in the first instance.

If you are unable to resolve your complaint with the practice, please contact:

NHS England
PO Box 16728
Redditch
B97 9PT

0300 311 22 33

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How do I make a complaint to the CCG?

Please contact us via any of the methods below and we will be happy to help.

Tel:  0800 030 4563 (Freephone)
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Freepost Address:

Any information you give us will be treated as strictly confidential. We may need to collect personal information from you in order to provide the best possible service. However, we will not give your personal details to anyone without your consent.

Will I be treated fairly?

We understand that some people worry whether their treatment will be adversely affected because they have raised a complaint. Please do not worry about this. We also appreciate that those using the services we commission have different needs and we want to make sure that you do not face any unnecessary barriers to raising a complaint. Staff will be happy to discuss this with you to ensure that you are not disadvantaged in any way.

When should I make a complaint?

You should raise your complaint as soon as possible and within twelve months of you becoming aware of an issue. We appreciate that this is not always possible. Therefore, if this time period has passed, we would still like you to speak to us.

How will you deal with my complaint?

We will contact you within three working days of getting your complaint. We will then agree with you how we will look into your complaint and what you can expect. We will also propose a timescale for the completion of the investigation and resolution. After your complaint has been thoroughly investigated, we will send you a full written response from our Clinical Accountable Officer .

I need help to make my complaint, who do I contact?

If you would like help making your complaint including help with writing your letter, you can contact the Independent Complaints Advocacy Service (ICAS). ICAS provides free, independent advice about the NHS complaints procedure:

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Tel: 01905 27525
Website: http://www.onside-advocacy.org.uk

What if I am unhappy with the way in which the NHS has handled my complaint?

You can ask the Parliamentary and Health Service Ombudsman to consider it further:

Telephone Helpline: 0345 015 4033
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: www.ombudsman.org.uk