Please see our Complaints policy : Complaints Policy V.2.docx

Patients and their representatives can give feedback or raise concerns to the following:

NHS Birmingham and Solihull ICB

Compliments, concerns and complaints :: NHS Birmingham and Solihull

Email: bsol.patientexperience@nhs.net

Telephone: 0121 203 3313

Write to: NHS Birmingham and Solihull Integrated Care Board, Patient Experience and Complaints Team, Alpha Tower, 8th Floor, Suffolk Street Queensway, Birmingham, B1 1TT

Once a complaint has been fully investigated and a written response issued, this will be identified as the practice’s final response and will conclude the internal complaints process. The response will confirm that the matter has been reviewed thoroughly and will provide details of how the complainant may escalate their concerns to the ICB patient experience team, should they remain dissatisfied.

Following the issue of a final response, the practice will not enter into ongoing correspondence regarding the same matters unless new and substantive information is provided or a previously unidentified patient safety concern is raised. Further correspondence that reiterates points already addressed will be acknowledged where appropriate but will not prompt re-investigation. This approach ensures that complaints are handled fairly, consistently, and efficiently, while allowing the practice to maintain appropriate boundaries and continue to deliver safe patient care.

Healthwatch Birmingham and Solihull

Contact Us - Healthwatch Birmingham & Solihull

Email: info@healthwatchbsol.org.uk

Telephone: 0800 652 5278
Write to: PO Box 16875 – Birmingham – B16 6TN

Please see our DNAPolicy.docx here

Our practice is committed to providing a safe and respectful environment for both patients and staff. We operate a Zero Tolerance policy towards any aggressive, abusive, or threatening behaviour, whether in person, over the phone, or in writing. Any such behaviour will result in a first Zero Tolerance letter, which serves as a formal warning. Repeated incidents will within a 12 month period will result in removal from our practice list, with no appeal process. We appreciate your cooperation in treating our staff with courtesy and respect at all times.