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Kingsfield Medical Centre
Complaints Procedure
We always try to provide the best service possible, but on occasions there may be the necessity to express a complaint. This page will explain how this can be done so that any problems can be dealt with as quickly as possible.

Step One: making the complaint
You can make a complaint by writing to:
The Practice Manager
Kingsfield Medical Centre,
146, Alcester Road South,
Kings Heath,
Birmingham,
B14 6AA
Requesting a meeting with the Practice Manager
We have a duty of confidentiality to our patients and will act in strictest confidence. If you are making a complaint on behalf of another person, you must gain their written consent in order for us to discuss the person’s details with you.
Step Two: dealing with the complaint
The Practice Manager can deal directly with administrative complaints. Clinical complaints will usually be dealt with by one of the GP Partners.
You will receive a written acknowledgement within three working days.
In order to investigate the complaint, it may be necessary for the person carrying out the investigation to obtain more information regarding the complaint. If more information is required, you will be contacted within seven working days. You may wish to discuss the matter by letter, telephone, or in person (bringing a friend or relative with you if you prefer) at a pre-arranged appointment.
You will receive a written response, usually within ten working days.
By this stage we hope the problem has been resolved to your satisfaction. However, if this is not the case we will try to suggest other avenues of approach to solve the problem. We can, at any time, provide you with contact details for the Ombudsman who will carry out an independent review.
You may not wish to raise your complaint with the Practice. Should this be the case you may contact:
Patient Experience Team (Birmingham South Central) on 0800 389 8391 or 0121 411 0415 or NHS England Customer Contact Centre on 0300 311 22 33, further details are available on the NHS England website
We are always prepared to listen to your concerns and will work with you to resolve these in a professional and caring manner. We would encourage anyone who is not entirely satisfied with their experience at the practice to contact a member of staff as soon as possible so that we may do everything we can to address the issues.
If your complaint cannot be resolved at local level, you may write to the Parliamentary and Health Service Ombudsman at the following address:
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP