Borough Road and Nunthorpe Medical Group – Complaints Policy
Your Right to Complain
We are committed to providing high-quality care, but we recognise that things can sometimes go wrong. If you have a complaint about any aspect of the care or service you have received from this practice, you have the right to:
- have your complaint acknowledged promptly
- have it investigated fairly and thoroughly
- receive a response that explains the outcome and any action we propose to take
- be treated with respect and courtesy throughout the process
- be kept informed of progress.
How to Raise Your Concern
We hope that most concerns can be resolved quickly and informally. If you have a concern, you may raise it:
- Verbally with a member of staff at the time
- Writing to: Complaints Manager, Borough Road and Nunthorpe Medical Group, 167A Borough Road, Middlesbrough, TS1 3RY
- By email : nencicb-tv.a81030.managers@nhs.net
- Ask at reception for a complaints form or leaflet.
Please include as much information as possible — what happened, when it happened, and what outcome you would like. If you are complaining on behalf of someone else, we will need their written consent.
Time Limits
You should complain:
- within 12 months of the incident, or
- within 12 months of becoming aware of the issue.
We may, at our discretion, accept complaints outside this time frame if there are good reasons.
Local Resolution (Stage One)
Local resolution means we will try to resolve your complaint as close to the source of care as possible. Once your complaint is received:
- We will acknowledge it within 3 working days.
- We will investigate your concerns, which may involve speaking with staff and reviewing records.
- We will communicate with you to understand what outcome you are seeking.
- We will send you a written response explaining how your complaint was considered, our findings, and any actions we will take.
We aim to provide a response within 40 working days.
Third Party Complaints
If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint.
They will contact us on your behalf:
North East and North Cumbria Integrated Care
Board (NENC ICB)
Email: necsu.pccomplaints@nhs.net
Tel: 0191 512 8277
Post: Primary Care Complaints Team, North East
and North Cumbria ICB, Pemberton House, Colima
Avenue, Sunderland SR5 3XB
What if You Are Not Satisfied with Your Response?
If you are unhappy with the outcome of the investigation, or if you do not feel your complaint has been properly resolved, you can escalate it to the next stage.
NHS England Complaints
You can contact NHS England — the body responsible for commissioning primary care services — to make your complaint instead of, or after, complaining to us.
NHS England Contact Details:
NHS England
PO Box 16738
Redditch, B97 9PT
0300 311 22 33
england.contactus@nhs.net
NHS England will acknowledge your complaint and investigate as appropriate.
Independent Review
If you have exhausted the NHS complaints procedure (local resolution and NHS England) and remain dissatisfied, you can contact the Parliamentary and Health Service Ombudsman (PHSO), which provides an independent review of NHS complaints.
Parliamentary and Health Service Ombudsman:
Millbank Tower, Millbank, London, SW1P 4QP
0345 015 4033 www.ombudsman.org.uk
Support With Making a Complaint
You may also seek support and impartial advice from:
Local Healthwatch
Healthwatch is your local independent champion for people who use health and social care services. They can offer advice on how to raise your concerns and signpost to further support.
Healthwatch Middlesbrough
0800 118 1691
healthwatchsouthtees@pcp.uk.net http://www.healthwatchmiddlesbrough.co.uk
Thorntree Community Hub and Library Birkhall Road, Thorntree Middlesborough TS3 9JW United Kingdom
Confidentiality and Records
All complaints are handled confidentially. Records and correspondence about complaints are kept separate from clinical records. We will only share information with others (e.g., NHS England) where this is necessary to investigate your complaint, and we will tell you if this is the case.
No Detriment Clause
Raising a complaint will not adversely affect your access to care, treatment or support from this practice.
Thank You
We value feedback and strive to learn from every concern raised to improve our services.
