Complaints

• Online using the online form » Click here to make an online request.
  • Choose the option for admin query or click on the contact menu and use the alternative contact form.
    Please remember to add your name and contact details (phone, email).
• Contact the practice and ask to speak with the Practice Manager. Call 01922 775 194
• In person visit the reception desk
  
• In writing, complaints should be addressed for the attention of the Practice Manager, Khan Medical Practice, Pinfold Health Centre, Field Road, Bloxwich, Walsall, WS3 3JP.

We aim to handle all complaints fairly and confidentially.

If patients don’t wish to complain direct to the practice then their route in the first instance should be the Black Country Integrated Care Board. If patients are not happy with their response from the Black Country Integrated Care Board or the practice then the next step is to contact the Parliamentary and Health Service Ombudsman (PHSO). Please see contact details below for the Black Country Integrated Care Board.

If you are complaining on behalf of someone who is unable to make their own complaint, we have to know that you have their permission to do so and we will therefore request their permission in writing, unless they are incapable of providing this.

Telephone/email – 0300 0120 281 & bcib.time2talk@nhs.net
Address: Time2Talk, NHS Black Country Integrated Care Board (ICB) Civic Centre, St Peter’s Square, Wolverhampton, WV1 1SH
NHS Choices for complaints to other NHS organisations Website www.nhs.uk/nhsengland/complaints

What Happens Next – Investigating Your Complaint
We will investigate your complaint as soon as we can and will keep you regularly updated on our progress.

Please bear with us as this process can take a long time if the issues are multiple or complex in nature.

When investigating your complaint, we will aim to:

· Find out what happened and what went wrong
· Provide an apology where appropriate
· Identify what we can do to prevent the issue from happening again

Please note: we offer either a face-to-face meeting or a written response—but not both.

Your Rights When Making a Complaint

We will investigate your complaint as soon as we can and will keep your regularly updated on our progress.

As a patient, you have the right to:

· Have any complaint about NHS Services dealt with efficiently and properly investigated
· Be informed of the outcome of the investigation
· Escalate your complaint to the Parliamentary and Health Service Ombudsman (PHSO) if you are not satisfied with the way we have handled it.

Contact the PHSO:
· Address: City Gate, 51 Mosley Street, Manchester, M2 3HQ
· Helpline: 0345 015 4033
· Email: phso.enquiries@ombudsman.org.uk
· Website: www.ombudsman.org.uk

We value your feedback.

Complaints help us to improve the care and services we offer.

Thank you for your feedback.