We take complaints very seriously. If you would like to make a complaint regarding the surgery or the services we offer, please follow the below process:
Email or write to our Practice Manager , outlining what or who you are complaining about. It is helpful if you can include the context of what happened, who was involved, and when it took place.
Email: hwicb.tenburysurgery@nhs.net with the subject line: “FAO Practice Manager – Complaint”
Or write to: The Practice Manager, Tenbury Surgery, 34 Teme Street, Tenbury Wells, WR15 8AA.
We will acknowledge that we have received your complaint by email, text or post usually within 48 hours.
Our Practice Manager will complete an investigation using the information you have provided to consider what went wrong, how it could’ve been avoided, and what action are we going to take to resolve your complaint.
You will receive a formal response from our Practice Manager usually within 14 working days. This will be via email or post. Our response will outline the findings from our investigation, how we can improve, and what action is being taken. Sometimes, it may take longer than 14 working days so we will keep you updated with an estimated timeline.
Periods of time within which complaints can be made
- The period of time within which a complaint can be made is normally:
- 12 months from the date on which the event / incident which is the subject of the complaint occurred; or
- 12 months from the date on which the event / incident which is the subject of the complaint comes to the complainant’s notice.