Complaints policy

NHS_complaints_guidance_leaflet

 

Patients, relatives or carers (or any other stakeholder) that wishes to raise a complaint has the right to approach the NHS England Customer Contact Centre with the complaint or place the complaint with the Practice for investigation.

We take complaints very seriously. If you would like to make a complaint regarding the surgery or the services we offer, please contact the Practice Manager in writing. Every effort will be made to answer your concerns as soon as possible.

Sue Bastiman/Sarah Richardson
Practice Manager
Coulby Medical Practice
Cropton Way
Coulby Newham
Middlesbrough
TS8 0TL

If you would have difficulty in making your complaint in writing, please contact one of our Practice Managers or Reception Manager, Mrs Lindsay Cave to make alternative arrangements.  Telephone:  01642 746800.

Complaints should be made as soon as possible after the event.  Complaints should normally be made within 12 months of the date of the event that you’re complaining about, or as soon as the matter first came to your attention.

If you would like to make a complaint about the care received by the Practice  but do not wish to follow your local complaints process, then you can make your complaint to:

NHS England Customer Contact Centre
PO Box 16738
Redditch
B97 9PT

Tel:  0300 311 22 33 (between 8.00 am and 6.00 pm)

Email:  england.contactus@nhs.net

Complainants may also wish to contact the Carers Federation ICA, The Executive Centre, Cuthbert House, City Road, All Saints, Newcastle, NE1 2ET Telephone:  0808 802 3000 for support in making your complaint.

CCGs oversee the commissioning of secondary care such as hospital care and some community services.  For NHS South Tees CCG contact:

Telephone:  01642 511868

Email:  stccg.enquiries@nhs.net

In writing:

NHS South Tees CCG
North Ormesby Health Village
First Floor
11 Trinity Mews
North Ormesby
Middlesbrough TS3 6AL

If you remain dissatisfied with the response to your complaint and do not wish to arrange a meeting to discuss this further, you have the right to ask the Parlimentary and Health Service Ombudsman (PHSO) to review your case.  You can contact the PHSO on telephone:  0345 015 4033 or in writing to:  The Parlimentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP.

Email:  phso.enquiries@ombudsman.org.uk