Stay at home if you have coronavirus symptoms

Due to the ongoing pandemic, and to help keep you and our colleagues safe we’re following national guidance and minimising face to face contacts. We will continue to support you through video consultation, telephone consultations and virtual clinics and we’ll see you face to face where this is safe, and the most appropriate way to support you in line with the national guidance.

Click here to read NHS advice about staying at home.

IT IS REQUESTED THAT YOU WEAR FACE COVERINGS BEFORE YOU ENTER THIS BUILDING FOR YOUR SAFETY AND OTHERS AROUND YOU

 

**IMPORTANT PLEASE READ**

This urgent care centre will be unable to accept walk in patients from the 31st October 2020.
In order to access our service, you will need to have a pre-booked appointment which you can book via 111
Please note we are unable to book you an appointment directly at this service

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If you have a complaint, concern or compliment about the experience you’ve had at Washwood Heath Urgent Care Centre, or about one of the team at this centre then we would like to know about it.

How to make a complaint
You should initially try to speak to a member of the team caring for you. In many cases, it will be possible for them to address your problem straight away. Please contact the surgery on 0121 322 4310 and ask to speak to Surkita Chauhan. You can tell us about your concern, compliment or complaint in writing, in person, over the telephone or by email.

If you prefer to talk to someone not involved in your care or if you wish to make a formal complaint, you can raise the issue with the Virgin Care Customer Experience Team instead by calling 0300 303 9509* or writing to:

Virgin Care Customer Experience
Farnham Hospital,
Hale Road,
Farnham GU9 9QL

You can also request copies of our complaints process and information about our Patient Advice and Liaison Service by calling the team on 0300 303 9509, or accessing them online.

Other organisations you can contact
If you’d prefer, you can also complain to our commissioner for this service: NHS England.
You can write to NHS England, PO Box 16738, Redditch, B97 9PT or call 0300 311 22 33*.

There are also various other organisations that can help you with your concern or complaint including Healthwatch and local advocacy services.  Please call the Customer Services Team on 0300 303 9509* if you would like more information and details of how to contact these organisations.

Parliamentary and health service ombudsman

If you remain unhappy with our final response, you have the right to take your complaint to the Parliamentary and Health Service Ombudsman. However, they will only consider your case if it has been investigated thoroughly by the service provider. You should do this within twelve months of your complaint to us.

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP

Telephone: 0345 015 4033
Website: www.ombudsman.org.uk

*Calls to 03 numbers cost no more than a national rate call to an 01 or 02 number and must count towards any inclusive minutes in the same way as 01 and 02 calls. 

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