Complaints

The Practice takes all complaints very seriously indeed. If you wish to raise a concern or have a complaint to make about the service provided by this practice, please ask to either speak directly to the practice managers or alternatively, email us at wolccg.probertroadsurgery@nhs.net or write a letter addressed to the practice managers. The managers can also help to formulate a letter of complaint for patients if this is requested

A copy of the practice’s complants procedure is available upon request.

The Practice complies with the latest guidelines and is happy to support patients who are not satisfied with the response given by the practice if the patient or their representative chose to take the complaint further to either NHS England or the Parliamentary Ombudsman.

Please note, if you wish to complain on behalf of someone else, the practice adheres strictly with  GDPR, therefore, written consent from the patient will be required prior to commencing the complaints process. There are some exclusions from this, if the patient does not have mental capacity

The Practice has to submit an annual report to NHS England outlining the complaints received, which is also required for CQC and contractual purposes, therefore transparency from the practice is always required.

Wolverhampton Health Advocacy Complaints Service (WHACS)

WHACS took over the complaints service from Healthwatch in April 2022

If you do not wish to contact the Practice directly, you can contact WHACS They can listen to your concerns, answer any questions about complaints procedure, provide you with a POhWER advocate, support you, help you to prepare for meetings, support a young person under 16. The service is free.

Contact details: Email: WHACS@pohwer.net

Telephone: 0300 456 2370 (local rate)

minicom: 0300 456 2364

Fax: 0300 456 2365

Post: PO Box 17943, Birmingham, B9 9PB

Text – send the word ‘pohwer’ with your name and number to: 81025