Complaints and Feedback
At The Doctor’s Practice, we are committed to providing high-quality, personalised healthcare and treating every patient with care, dignity and respect.
We hope that you are happy with the care and service you receive. However, if something has not met your expectations, we want to know.
We take concerns and complaints seriously. Raising a complaint will not affect your ongoing or future care with us, and all complaints are handled fairly, openly and confidentially.
Your feedback also helps us learn and continuously improve the service we provide.
How to Make a Complaint
You can raise a concern or complaint directly with The Doctor’s Practice.
The easiest way is to complete the secure complaints form below.
Alternatively, you can contact us by:
Email: hello@
Telephone: 0121 661 2366
Post:
The Doctor’s Practice
7 Chad Square
Hawthorn Road
Edgbaston
Birmingham
B15 3TQ
Complaints can be made verbally or in writing. Where possible, we encourage written complaints as this helps us understand and investigate your concerns fully.
What Information Should I Provide?
Please provide as much relevant information as possible, including:
- Your name and contact details
- The date or approximate date of the incident
- What happened and what you are concerned about
- The names of anyone involved, if known
- Any relevant conversations or correspondence
- What outcome you would like us to consider
If somebody is making a complaint on behalf of a patient, we may need the patient’s written consent before discussing confidential information with them.
What Happens After I Make a Complaint?
Stage 1 – Local Resolution
Your complaint will initially be reviewed and investigated by The Doctor’s Practice.
We aim to acknowledge formal complaints within three working days of receiving them.
We will then investigate your concerns carefully and objectively. Where appropriate, this may include reviewing relevant records, speaking to members of the clinical or administrative team involved and reviewing relevant policies or procedures.
We aim to provide a full written response within 20 working days.
If your complaint is more complex and requires additional investigation, we will explain the reason for the delay and keep you updated on progress.
Our complaints procedure aims for complaints to be concluded within three months unless there is a good reason why a longer timeframe is required.
Stage 2 – Internal Review
If you remain dissatisfied following our Stage 1 response, you can request an internal review.
Where possible, the Stage 2 review will be undertaken by a senior member of staff who was not involved in the original complaint or Stage 1 investigation.
Requests for a Stage 2 review should normally be made within six months of receiving the Stage 1 decision.
We aim to provide a written response following the Stage 2 review within 20 working days. If the review takes longer, we will explain the reason for the delay and keep you informed.
Stage 3 – Independent External Adjudication
The Doctor’s Practice is registered with the Independent Sector Complaints Adjudication Service (ISCAS).
If you remain dissatisfied after completing Stages 1 and 2 of our complaints procedure, you have the right to escalate your complaint to ISCAS for independent external adjudication.
Complaints should normally be escalated to ISCAS within six months of receiving the Stage 2 decision.
ISCAS / CEDR
3rd Floor
100 St Paul’s Churchyard
London
EC4M 8BU
Telephone: 020 7536 6091
When Should I Make a Complaint?
We encourage you to raise concerns as soon as possible so that we can investigate them properly.
Complaints should ordinarily be made within six months of the event concerned.
The Registered Manager may consider complaints outside this timeframe where there is a good reason for the delay and it remains possible to investigate the matter fairly.
What Will Our Response Include?
Where appropriate, our final response will explain:
- The concerns that were investigated
- What we found
- The reasons for our conclusions
- Whether any part of the complaint has been upheld
- An explanation or apology where appropriate
- Any action we have taken
- Any learning or improvements resulting from the complaint
- What you can do if you remain dissatisfied
The aim is to provide a clear, fair and accountable response.
Confidentiality
All complaints are treated in the strictest confidence.
Information relating to a complaint will only be shared with members of staff or other relevant parties where there is a legitimate need for them to be involved in investigating or responding to the complaint.
Complaints records are kept separately from patients’ medical records.
We handle personal information in accordance with UK GDPR, the Data Protection Act 2018 and our duty of confidentiality.
Complaining on Behalf of Another Patient
If you are making a complaint on behalf of another patient, we will normally require their written consent before we can discuss confidential information with you.
Where consent cannot reasonably be obtained, for example where the patient lacks capacity, we will consider the circumstances on an individual basis and document our decision.
Learning From Complaints
We view complaints and feedback as an important part of improving the quality and safety of our services.
We review complaints to identify:
- What happened
- Whether anything could have been done differently
- Learning for our clinical and administrative teams
- Changes that may improve patient care
- Whether policies, procedures or training should be updated
The Doctor’s Practice also undertakes an annual review of complaints and any learning or service improvements arising from them.
Other Feedback
We also welcome general feedback about your experience with The Doctor’s Practice.
If you would like to tell us what went well, what could have been better, or suggest any improvements, please email us at hello@thedoctorspractice.
We value both positive and constructive feedback, as it helps us understand what we are doing well and where we can continue to improve.
Submit a Complaint or Feedback
Please do not use this form for urgent medical concerns or medical emergencies.