Whilst we make every effort to provide you with the highest standard of care, we appreciate that you may feel less than satisfied at times. New Road Surgery has a standard complaints procedure which you can request a copy of by speaking to the practice.

If you have a complaint, in the first instance please ask to speak with our Operational Manager, who can help you directly or escalate it to the appropriate person. It may not always be possible to speak to the them immediately,  but they will come back to you as soon as possible. Alternatively you can write in, or email your complaint to : nrsb.admin@nhs.net which will be passed on to the Operational Manager. We will acknowledge your complaint within 3 days, and aim to respond within  14 days. Depending on the nature of the complaint, some may take longer to investigate. For some complaints it can be better to deal with the complaint verbally, and if appropriate, we will aim to do so within 24 hours of receiving the complaint.

If you are not satisfied with our response, you do have the right to take your complaint to the Health Service Ombudsman. The Ombudsman is independent of the Government and the NHS. Their service is confidential and free, but there are time limits to taking your complaint to the Ombudsman, although these can be waived if they think there is good reason to do so.

If you do have any questions about whether the Ombudsman would be able to help you or how to make a complaint, you can contact their Helpline on 0345 015 4033, or you can email phfo.inquiry@ombudsman.org.uk.

Any further information about the Ombudsman including the address you need to write to them is available at www.ombudsman.org.uk

All patient notes and computerised records are treated with the strictest confidentiality. The practice is registered and complies with the Data Protection Act 1998.

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.  This scheme is available from reception.

All GP practices are required to declare the mean earnings for GP’s working to deliver NHS services to patients at each practice.

It should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice and should not be used to form any judgement about GP earnings nor to make any comparison with any other practice.

The average earnings for GP’s working in New Road Surgery, Bromsgrove in the last financial year before tax and national insurance was £69,038. This is the average pay for 5 full time GP’s and 2 part time GP’s who worked in the practice for more than 6 months.

The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

What does PALS do?

In particular, PALS will:

• Provide you with information about the NHS and help you with any other health-related enquiry
• Help resolve concerns or problems when you are using the NHS
• Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
• Provide you with information and help introduce you to agencies and support groups outside the NHS
• Inform you about how you can get more involved in your own healthcare and the NHS locally
• Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
• Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

Find out more
If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve, follow this link.

New Road Surgery Privacy Policy

Thankfully this is very rare. We have a policy of zero tolerance regarding violence or aggression. All such cases will be reported to the police and dealt with accordingly.