Contact the practice
Opening Times
| Monday | 8:00am to 6:30pm |
| Tuesday | 8:00am to 6:30pm |
| Wednesday | 8:00am to 6:30pm |
| Thursday | 8:00am to 6:30pm |
| Friday | 8:00am to 6:30pm |
| Saturday | Closed |
| Sunday | Closed |
If you need help when we are closed
NHS 111 can direct you to the best place to get help if you need medical advice when we are closed. Please call 111 to access the service.
Physical accessibility
In line with the Disability Discrimination Act 1995 we make every effort to make our premises and services accessible to all visitors irrespective of any disability. The surgery can be accessed without climbing any steps/in a wheelchair. A wheelchair toilet is provided.
Doctors have portable loop system devices in their consulting rooms.
Please advise members of our staff of any particular problem you may have in accessing our services and we will do all we can to assist you.
How to make a complaint
We make every effort to provide the best care possible for our patients. However, we are aware that there are times when we may fall short. If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please do not be afraid to let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria. You will not be treated any differently because you have complained, we will just do our best to put anything right that has gone wrong.
How to complain
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE – ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager, Dawn Heggarty (you can use the form available on this page) who will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
Complaining on behalf of someone else
We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is provided below.
What we will do
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.
You will receive a final letter setting out the result of any practice investigations.
Taking it further
If you remain dissatisfied with the outcome you may refer the matter to either of the following:
The Parliamentary and Health Service Ombudsman,
Millbank Tower, Millbank, London, SW1P 4QP
Telephone: 0345 0154033 / Website: www.ombudsman.org.uk
NHS England, PO Box 16378, Redditch, B97 9PT
Click below links to view the Complaints Form and Complaints leaflet:
Complaints can be posted to the surgery, given in at reception, or emailed (cmicb-wi.gatekeeper-n85006@nhs.net).
