Feedback and complaints

We hope that most problems can be sorted out easily and quickly when they arise and with the person concerned but understand that sometimes you may wish to provide feedback or make a complaint. We hope the information below will help guide you.

We value and welcome your feedback  

We are always looking for ways to improve our services.  To do this, we need your feedback. 

Please tell us what we do best, where we don’t meet your expectations plus any ideas you may have for improvement. Only by listening to you can we continue to build and improve our services.   

Feedback 

You may want to provide feedback instead of making a complaint. 

Feedback may be an expression of dissatisfaction as well as positive feedback but is normally given without wanting to receive a written response.

Positive feedback will be shared with the staff member/team concerned and used to highlight areas of good practice.  

Complaints 

We recognise that we cannot always resolve issues as they arise and that sometimes people will want to make a complaint.  

The NHS Complaint Standards define a complaint as an expression of dissatisfaction, either spoken or written, that requires a response. It can be about:  

  • An act, omission or decision we have made 
  • The standard of service we have provided.   

We are committed to resolving any complaints as quickly as possible.

Feedback and complaints can be made to us: 

  • In person 
  • By telephone: 01432 270636 
  • In writing: Quality Team, Nelson House, Whitecross Road, Hereford HR4 0DG 
  • By email: Quality.taurus@nhs.net 
  • Clicking on this link to the Taurus Healthcare Feedback Form

Please note: This is only for Taurus Healthcare services including Much Birch Surgery. If you have a comment/complaint about another GP Practice you should contact them directly.  Each practice has its own procedure, so we would suggest you contact the practice manager directly. It is important to note that although Taurus supports all the practices, accountability sits with the individual practice.

Frequently Asked Questions 

Can I complain about an incident from a long time ago?

We would ask that you let us have the 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 came to your notice 
     
What happens after I make a complaint?

We will acknowledge receipt of your complaint within three working days. We will then contact you to advise how your complaint will be investigated and the timescale for this to be completed. 

We will aim to: 

  • Find out the full circumstances of the complaint 
  • Arrange for you to discuss the problem with those concerned or a senior member of staff, if you want to 
  • Ensure you receive an apology, where appropriate 
  • Make changes to our systems and processes where your complaint has identified improvements that can be made. 
Can I complain on behalf of someone else?

We adhere to strict rules regarding medical confidentiality. If you wish to complain on behalf of someone else, we will need to confirm that you have their permission to do so. We will ask for a consent form to be signed by the person concerned authorising us to discuss their complaint and/or medical records with you. The only exception to this will be if they are incapable of providing this consent due to illness or disability. 

What happens if I feel I can't raise my complaint with you?

We hope that if you have a complaint you will use our complaints procedure outlined above. However, if you feel you can't raise your complaint with us, you can contact a number of other bodies.  

Please use the navigation boxes below for their contact information:

  • CQC 
  • Healthwatch 
  • Ombudsman  

Useful links:

If you have a complaint, please contact us by using one of the options outlined above.

However, if for any reason you feel you can't raise your complaint with us, you can contact any of the bodies listed below. 

In Herefordshire, Independent Healthcare Complaints Advocacy is provided free by Onside. See here for further information (pdf document).