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If you have a concern or complaint …

At Fernville we strive to provide our patients with a great service, but sometimes things don’t go as well as we would have liked. We would like to hear from you if you have a constructive comment to make about the service we offer, or if you have a genuine grievance or complaint.

If you have a complaint, we will

If you would like to discuss a matter informally, then you can talk to one of our friendly receptionists or ask to see the Patient Services Manager. We will always try to put things right if we can.

If you wish to make a formal complaint, you may complete a ‘feedback form’ available from reception, email us at contact.fernville@nhs.net, or write to the Patient Services Manager. It would be helpful if you could outline the problem as clearly as you can and, if possible, tell us what you would like us to do.

Formal complaints will be fully investigated and we will respond promptly by letter. We will be happy to discuss the response with you, if you wish.

If you are not satisfied with our response, you can refer your complaint to NHS England.

Telephone: 0300 311 22 33

email: england.contactus@nhs.net

Address: NHS England, PO Box 16738, Redditch, B97 9PT

Our process is compliant with the Department of Health National Complaints Procedure and we hold regular reviews of complaints within the practice to help us improve the service we provide.

We are also delighted to hear from you when things go well, so please let us know!

… please tell us.

Mark Jones
Managing Partner
9 March 2015