Feedback and Complaints

We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

Non-urgent advice: Frequently Asked Questions

As a practice we have put a lot of work into answering common questions. Before submitting a feedback or complaint, we request that you view these answers by clicking here.

If your intention is to make a formal complaint, we request that formal complaints are made in writing and submitted either by post or in person. This is to ensure that we can prioritise your concerns appropriately.

If you would like an appointment, please click here. If you have a prescription query, please click here.

Giving Feedback

We are always happy to receive feedback from our patients to advise us when things are not working as well as we intended so that we can understand what has happened and take steps to improve the service we provide.

We also recognise that sometimes our patients may have a serious concern and wish to make a formal complaint for a detailed investigation of what has happened and to receive a formal written response following the investigation.

Communications of this type can be made via our website using the Feedback form or in cases where individuals do not have online access, our complaint/feedback paper form can be used. This can be obtained upon request at the main reception desk.

Making a complaint

We aim to provide you with the best possible medical service. At times you may feel that we have not achieved this and want to make your feelings known. Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing, as soon as possible after the event and ideally within a few days as this helps us to establish what happened more easily.

The period for making a complaint is normally:

  • 12 months from the date on which the event which is the subject of the complaint occurred
  • 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice

If you are a registered patient, you can complain about your own care.

Complaints can be sent in writing to:

Hall Green Health, Stratford Road
979 Stratford Road
Hall Green
B28 8BG

More information can be found in our full Complaints Policy document.

Complaining on behalf of someone else

We keep to the strict rules of medical and personal confidentiality.

If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient. This is to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Please ask at reception for a complaints form which includes a statement of authority that the patient can sign. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.


All complaints must be treated in the strictest confidence.

Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.

The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.

The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.