Complaints Procedure

Making a Complaint

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

Please explain your concerns to the first member of our team you contact, they may be able to resolve an issue for you and ensure your concerns don’t delay any healthcare needs.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily.

In any event, this should be:

Within three years of the incident, or within three years of you discovering the problem, giving as much detail as you can. This isn’t a hard a fast rule and NHS organisations would prefer to investigate any issue of concern to ensure they can offer the best quality and safest service.

If you are a registered patient you can complain about your own care, or on behalf of someone else, although we may require consent from the patient before we can proceed.

Easy ways to register a complaint

All forms of contact with Well Close Medical Group, as everywhere in the NHS, are subject to strict patient confidentiality.

Our priority will always be to ensure you are receiving the best healthcare we can provide and find the best and agreed resolution to your issue at the time.

While this may solve the immediate problem, we welcome feedback in order that we can investigate how we can improve.

Please give as much detail as possible however you decide to contact the practice

Post – Well Close Medical Group, Well Close Square, Berwick upon Tweed, Northumberland, TD15 1LL
Call – 01289 333240

What we do next

It helps us to help you if we have as much detail as possible.

Very often our highly knowledgeable front-line team will be better placed to find a swift resolution.

The following link explains the NHS Complaints procedure

While the procedure does not give specific timescales for response, Well Close Medcial Group will endeavour to provide initial contact and further updates in an appropriate timescale.

Can I get help with my issue?

Yes, there are many charities and organisations that will help you towards a resolution to your complaint.

NHS Northumberland funds an independent and helpful advocacy service who can help with initial advice or help patients through their situation.

Patient Advice and Liaison Service (PALS)

Carers Federation ICAS, Adapt North, Burn Lane, Hexham    NE46 3HN
Tel: 01434600599