As a Practice, we hope we can solve most problems and concerns easily and quickly, often at the time they arise. If you have a comment or concern we recommend that you raise it with a team member at Brewood, Wheaton Aston or Coven in the first instance.
If you wish to make a formal complaint, it is advisable to do as as soon as possible after the event so we can establish the circumstances straight away.
Your complaint should be in writing addressed to the Complaints Coordinator/Team by:
- Letter either posted or hand delivered to the Surgery (Brewood or Wheaton Aston.)
- Email to brewoodsurgery@nhs.net
- Completing a Feedback Form or Complaint Form available to download below or pick up in Surgery.
If you are complaining on behalf of someone else (and not already an approved third-party contact), we will need specific written permission from the patient for you to do so, the patient the complaint is regarding will need to complete a Patient Third Party Consent Form.
All written complaints are forwarded to the complaints team immediately (excluding weekends) and the complainant will receive acknowledgement within three working days.
The team aim to have investigated the complaint fully within ten working days and provided a response. If the investigation is likely to take a little longer, the complainant will be notified and kept up to date with progress. During the investigation, the patient or approved third party may be contacted via email or telephone for additional information. The response will be discussed fully over the telephone, communicated via writing or in an arranged face to face meeting if deemed appropriate.
The investigation will always provide an honest and transparent response and, where necessary, detail changes or improvements made ensuring recurrence of an issue is not repeated.
Patient Third Party Consent Form
Patient Consent to Share and Gather Information from Outside Organisations
