We hope you are happy with the service you’ve received and we welcome any comments about your visit or treatment. These comments help us to identify what we are doing right and what we can improve on for future patients.
We want to know what you think of our services, what your suggestions are for the future and whether you are happy with the efforts of our staff.
There are lots of ways you can give us feedback.
Compliments
If you’ve had a positive experience at High Oak Surgery, part of The Dudley Group NHS Foundation Trust or if you are happy with a member of staff, then please get in touch!
The service / staff members receive a copy of your feedback, so they know how much their hard work is appreciated.
Get in touch with our Patient Experience team:
- email your compliment to dgft.patientexperience@nhs.net or dgft.pals@nhs.net
- call us on 01384 244404
- take part in the Friends and Family Test
Resolving a concern
- you can speak to the members of staff in the surgery
- use the Patient Advice and Liaison Service (PALS) Feedback Form
- email the Patient Advice and Liaison Service (PALS): dgft.pals@nhs.net
- call the Patient Advice and Liaison Service (PALS) on Freephone 0800 073 0510
- please visit www.dgft.nhs.uk to find out more information about PALS
Complaints
If PALS haven’t been able to resolve your concern, you can make a formal complaint by:
- emailing the complaints team directly: dgft.complaints@nhs.net
- calling the complaints team on 01384 321035
- write to either the Complaints Department or Chief Executive at: Russells Hall Hospital, Dudley, West Midlands, DY1 2HQ
If you wish to obtain independent advice regarding your complaint, you have the option to contact the Independent Complaints Advocacy Service (VoiceAbility) on:
- telephone: 0300 303 1660
- email: helpline@voiceability.org
Making a complaint to the NHS Commissioner
From 1st July 2023 the way you make a complaint about primary care services to the commissioner has changed.
If you want to make a complaint about primary care services to the commissioner, you will now contact the Black Country Integrated Care Board instead of NHS England.
You can do this by:
- telephone 0300 0120 281
- email bcicb.time2talk@nhs.net
- writing to us at: Time2Talk, NHS Black Country Integrated Care Board (ICB) Civic Centre, St Peter’s Square, Wolverhampton, WV1 1SH
If you want to make a complaint directly to the provider of the primary care service, you still can – that does not change on the 1 July 2023.
Please see the Black Country ICB Compliments, concerns and complaints leaflet.
Ongoing complaints
If you have an ongoing complaint placed on or after 1 July 2022, you will receive a letter from NHS England informing you that the Black Country ICB is now handling your complaint, this will include confirmation of your case handler.
Find out more about how to feedback or make a complaint about an NHS service by visiting theTime2Talk Customer Services page on their website.
Useful contacts
NHS complaints advocacy services (PoHWER)
Complaints Advocacy Services is a national service that supports people who want to make a complaint about their NHS Care or treatment. PoHWER is our local provider, and they can be contacted on 0300 456 2370. Please visit www.pohwer.net/dudley for more information.
Parliamentary health service ombudsman (PHSO)
PHSO Parliamentary Health Service Ombudsman – If remain unhappy following receipt of your written complaint response, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.
You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or www.ombudsman.org.uk or Textphone (Minicom) 0300 061 4298.
Contact the Care Quality Commission (CQC)
If you have a genuine concern about a staff member or regulated activity carried out by High Oak Surgery, then you can contact the Care Quality Commission on 03000616161, or alternatively visit the following website: www.cqc.org.uk for more information.