Complaints policy

This policy explains how Willows Health receives, investigates and responds to complaints. For a short summary and contact details, see Complaints and feedback.

Complaints officers

Each site has a named Complaints Officer who is the first point of contact for local resolution.

Site	Name	Role
Clarendon Park Medical Centre	Amanda Roberts	Supervisor
Dishley Grange Medical Practice	Anabel Sharma	Assistant Practice Manager
Heatherbrook Surgery	Maria Diaz-Smith	Assistant Practice Manager
Pasley Road Practice	Leigh-Anne Flowers	Assistant Practice Manager
Sayeed Medical Centre	Raj Mistry	Practice Manager
The Willows Medical Centre	Nita Pattni	Assistant Practice Manager
Willowbrook Medical Centre	Zakkiyah Ali	Assistant Practice Manager
Springfield Road Surgery	Lydia Cowley	Supervisor

Leadership and clinical oversight

Lead Complaints Officer: Shabana Kara
Lead Clinical Complaints Officer: Stacey Hubber
Clinical complaints management: Dr Gupta, Dr Kapasi and Dr Prasad
Independent clinical review: Dr Kapasi, Clinical Director

Complaints policy

Background and principles

Who can make a complaint

Time limits for complaints

Complaints handling

What happens when we receive a complaint

Investigations and final response

Review and learning from complaints

Unreasonable or vexatious complaints

Complaints involving locum staff

Informal complaints

Confidentiality

Complaints officers

Leadership and clinical oversight