High Oak Surgery
High Oak Surgery is a comprehensively equipped GP practice. It is a well established surgery and because of the geographical location serves the communities of Kingswinford, Wall Heath, Pensnett, Brierley Hill, Wordsley, Gornal Wood and Dudley.
The staff are an enthusiastic team of professionals who aim to provide the best service possible for all patients. The practice prides itself in encouraging a positive attitude towards good health and will always try to be flexible and accommodating to patients needs.
Further information is available on the High Oak Surgery website.
Update on High Oak Surgery
Dudley Integrated Health and Care (DIHC) NHS Trust continues to offer GP appointments from the main site at Brierley Hill Health and Social Care Centre and also from the portacabin site in Pensnett. We have heard the views of local people and we are working with partners to establish a sustainable solution to ensure continued service provision in the area. Whilst all of this will be subject to relevant applications, we are pleased to share that planning permission has now been gained for the adjacent property to the Galleria Pharmacy to be converted to create a single consulting room at Pensnett linked to the Pharmacy. We now await a business case from the pharmacy and if viable, we would look to proceed to a formal application to the ICB to secure a relocation from the current portacabin site to the new pharmacy build.
Have your say!
Feedback : Concerns, Comments, Complaints, Compliments and Suggestions
Dudley Integrated Health & Care NHS Trust (DIHC) make every effort to give the best service possible to everyone who attends our services, including High Oak Surgery. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a complaint please email the Quality & Safety Assurance team at Dudley Integrated Health & Care NHS Trust via email dihc.haveyoursay@nhs.net to discuss any concerns you may have, or if you would like us to help you with the process. You can also contact us by telephoning 01384 465447. If your complaint is regarding High Oak Surgery, please do not hesitate to contact the Practice Manager or if you prefer, please email dihc.haveyoursay@nhs.net
If you would like to give us any feedback, including concerns, compliments, suggestions, please email the Quality & Safety Assurance team at Dudley Integrated Health & Care NHS Trust via email dihc.haveyoursay@nhs.net
Let the Trust Know Your Views – So have your say!
Dudley Integrated Health & Care NHS Trust is passionate about making sure everyone of our patients has the best possible experience and that they feel listened to and treated with honesty, respect, and dignity always. We are always looking for ways to improve the services it offers to patients.
To do this effectively, the Trust needs to know what you think about the services you receive. So have your say, and tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the Practice and wider Trust continue to build and improve upon the service it offers, help us to identify what we are doing right, but also where we need to make changes to improve the experience of our future patients.
All feedback that the Trust receives relating to High Oak Surgery is discussed within our patient representative group, to ensure that our actions are appropriate to the patient populations
How to Complain
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.
Where the issue cannot be resolved at this stage, please contact the Quality & Safety Assurance Team on 01384 465447 or email dihc.haveyoursay@nhs.net who will try to resolve the issue and offer you further advice on the Trust’s complaints procedure.
A complaints form is also available at the reception desk. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days. This will enable the Trust to get a clear picture of the circumstances surrounding the complaint.
If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:
- Within 12 months of the incident that caused the problem or.
- Within 12 months from when the complaint comes to your notice.
Dudley Integrated Health & Care NHS Trust will acknowledge your complaint within three working days and throughout the investigation of your complaint you will be kept informed of the process, and associated time lengths where possible.
When the Trust investigates your complaint, it aims to:
- Ascertain the full circumstances of the complaint.
- Make arrangements for you to discuss the problem with those concerned, if you would like this.
- Make sure you receive an apology, where this is appropriate.
- Identify what the practice can do to make sure the problem does not happen again and learn lessons.
- Commitment to respond to all formal complaints within the National NHS Complaint Handling timescale of 6 months.
Practice Complaint Procedure
High Oak Surgery has a robust Complaints Policy and Procedure which is managed by Dudley Integrated Health & Care NHS Trust, for dealing with complaints, which meets national NHS Complaint Handling criteria. This procedure is described in the “Managing Complaints, Concerns and Compliments Policy”, which is available for patients and accessible via both the High Oak Surgery website and Dudley Integrated Health and Care Trust website; or if you wish, please ask the Practice Manager for a copy.
Please note that if you make a complaint, it is Trust policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment, or support.
How You Make a Complaint About Primary Care Services is Changing on 1 July 2023
You have the right to make a complaint about any aspect of NHS care, treatment or service, this is written into the NHS Constitution on GOV.UK.
From 1 July 2023 the way you make a complaint about primary care services to the commissioner is changing.
By primary care services we mean GPs, dentists, opticians or pharmacy services.
There are two ways you can make a complaint:
- You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example your GP surgery or dental surgery.
- You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received.
After 1 July 2023 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 here.
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.
If you have an ongoing complaint placed before 1 July 2022, you will receive a letter from NHS England informing you that your complaint is being retained by NHS England, this will include confirmation of your case handler.
Find out more about how to feedback or make a complaint about an NHS service
NHS Complaints Advocacy Services
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.
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
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 03000 616161, or alternatively visit the following website: www.cqc.org.uk.
Complaining on Behalf of Someone Else
Dudley Integrated Health & Care NHS Trust and High Oak Surgery keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, both the practice and Dudley Integrated Health & Care NHS Trust needs to know that you have their permission to do so.
Getting in touch
The Quality & Safety Assurance Team is the central point of contact.
The Team are available to contact Monday-Friday, 8am-5pm, outside of these times, we ask you leave us a message or send us an email.
- Phone: 01384 465447
- E-mail: dihc.haveyoursay@nhs.net
Should you prefer to write to us, our postal address is:
Quality & Safety Assurance Team
Dudley Integrated Health and Care NHS Trust
Brierley Hill Health and Social Care Centre
Venture Way
Brierley Hill
West Midlands
DY5 1RU
