Strensham Road Surgery — Compliments, Feedback & Complaints Policy
Practice Manager: Hala Zendah
Practice email for complaints/feedback: nhsbsolccg.strenshamroad@nhs.net
| Title | Compliments, Feedback & Complaints Policy |
| Latest review | 22 September 2025 |
| Staff groups | All |
| Date for next review | September 2027 |
1) Purpose and scope
We welcome compliments, comments, concerns and complaints to help us improve care. This policy explains how patients (and their representatives) can raise issues with the practice, when to contact the Integrated Care Board (ICB), and where to get independent help. It reflects current NHS complaints arrangements in England: you can complain either to the provider (the surgery) or to the commissioner (the ICB), but not both at the same time.
2) Ways to give feedback or raise a concern
- Compliments & general feedback – email or speak to any staff member; we share compliments with our team and use feedback to improve services.
- Quick concerns (informal resolution) – please tell a receptionist or the Practice Manager as soon as possible so we can try to resolve matters promptly, often the same day.
- Formal complaints – see Section 4.
NHS services must have a published complaints procedure and enable easy access.
3) Who can complain and time limits
- Who: The patient or anyone acting with the patient’s consent (including a relative, carer or advocate). If the patient cannot provide consent (e.g., due to capacity or if deceased), we will follow NHS rules on representative complaints.
- When: Normally within 12 months of the event or of becoming aware of it (we can consider later complaints if there are good reasons).
4) How to make a formal complaint to the surgery (local resolution)
You can complain in the way that suits you best. We will make reasonable adjustments on request (e.g., interpreter, easy-read, BSL, large print, phone).
- Email (preferred): nhsbsolccg.strenshamroad@nhs.net (Practice Manager: Hala Zendah)
- In writing or verbally: Please address to the Practice Manager at reception (we will write up a verbal complaint for you to confirm).
What happens next
- Acknowledgement: We will acknowledge your complaint within 3 working days (by phone, email or letter).
- Planning & investigation: We’ll agree how we’ll handle your complaint, what outcomes you’re seeking, and a target timescale that’s proportionate to the issues (Might take up to 6 months).
- Response: You will receive a clear, written response addressing each point, explaining any learning and actions taken.
- Learning: We record themes, share learning with staff and incorporate changes into quality improvement.
5) Prefer to complain to the commissioner (ICB) instead?
If you would rather not complain to the surgery, you can complain to our commissioner, NHS Birmingham and Solihull ICB. (You cannot pursue the same complaint with both the surgery and the ICB at the same time.)
NHS Birmingham & Solihull ICB — Patient Experience & Complaints Team
- Website: “Compliments, concerns and complaints” page (has process and contacts)
- Email: bsol.complaints@nhs.net (ICB complaints inbox)
- Email (patient experience enquiries): bsol.patientexperience@nhs.net
- Telephone: 0121 203 3313
- Post: Patient Experience & Complaints Team, Alpha Tower, 8th Floor, Suffolk Street Queensway, Birmingham, B1 1TT.
Note: If your concern is about an NHS service we do not provide (e.g., hospital care), the ICB or our team may signpost you to the right organisation.
6) If you remain unhappy — Independent Parliamentary and Health Service Ombudsman (PHSO)
After you receive a final response from the surgery or from the ICB, you can ask the PHSO to independently review whether your complaint was handled fairly.
- Website: ombudsman.org.uk
- Helpline: 0345 015 4033
7) Independent information and support (advocacy)
If you need help to make your complaint, you can access independent NHS complaints advocacy (available locally) or seek advice from Healthwatch:
Healthwatch Birmingham & Solihull (independent patient champion)
- Email: info@healthwatchbsol.org.uk
- Telephone: 0800 652 5278
- Post: PO Box 16875, Birmingham, B16 6TN
- Contact page: “Contact Us – Healthwatch Birmingham & Solihull”
(Healthwatch can explain local options and signpost to advocacy services.)
8) Accessibility, equality and reasonable adjustments
We will support anyone who needs help to complain, and will record any reasonable adjustments we provide (e.g., interpreters, communication support, alternative formats). This follows NHS England’s complaints policy and our duties under equality law.
9) Data protection and consent
We handle complaints confidentially and keep records separate from clinical notes. If someone complains on your behalf, we may need your written consent unless you lack capacity or it’s otherwise appropriate under NHS rules.
10) Patient safety and urgent issues
This policy is not for emergencies. If you need urgent medical help, use NHS 111; in an emergency, call 999.
At-a-glance: where to send things
Strensham Road Surgery (local resolution)
- Practice Manager: Hala Zendah
- Email: nhsbsolccg.strenshamroad@nhs.net
NHS Birmingham & Solihull ICB (commissioner route)
- Email (complaints): bsol.complaints@nhs.net
- Email (patient experience): bsol.patientexperience@nhs.net
- Phone: 0121 203 3313
- Post: Patient Experience & Complaints Team, Alpha Tower, 8th Floor, Suffolk Street Queensway, Birmingham, B1 1TT.
Independent review (after final response)
- Parliamentary & Health Service Ombudsman: 0345 015 4033; ombudsman.org.uk.
Independent information/signposting
- Healthwatch Birmingham & Solihull: info@healthwatchbsol.org.uk; 0800 652 5278; PO Box 16875, Birmingham, B16 6TN.