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Website Provider Change from 27th May

We would like to inform all our patients that from Tuesday 27th May, Blackwood Health Centre’s website will be moving to a new website provider. For more information, please click on the below link:

Website Provider Change from 27th May

Feedback and complaints

We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

Giving feedback

To provide feedback:

Complaints

Practice complaints procedure

If you have a complaint or concern about the service you have received from The Oaks Medical Centre or Blackwood Health Centre, please let us know. We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be resolved in this way and you wish to make a complaint, we would like you to let us know as soon as possible, in writing, addressed to the Complaints Manager using one of the following options:

The Oaks Medical Centre

Blackwood Health Centre

What we will do

We will acknowledge your complaint within 3 working days, either in writing or verbally, and aim to investigate your complaint within 3 months of the date it was raised. We will then provide you with an explanation or offer a meeting with the people involved. In some cases, if the complaint is more complex and requires further investigation, a response may take up to 6 months. We will do our best to keep you updated as necessary.

When we look into your complaint, we will aim to:

  • Find out what happened and what went wrong;
  • Offer you the opportunity to discuss the issue with those concerned, if you would like;
  • Ensure you receive an apology, where appropriate;
  • Identify what steps we can take to prevent the problem from happening again.

Complaining on behalf of someone else

Please note that we adhere strictly to medical confidentiality rules. If you are making a complaint on behalf of someone else, we must have their permission to do so. A signed note from the person concerned will be required unless they are unable to provide consent due to illness.

We hope that, if you have a problem, you will use our Practice Complaints Procedure. We believe this gives us the best opportunity to resolve the issue and improve our practice.

BLACKWOOD PATIENTS: Walsall Integrated Care Board (ICB)

Write to:

Time2Talk Team
Black Country ICB
Civic Centre
St Peters Square
Wolverhampton
WV1 1SH

OAKS PATIENTS: Birmingham Integrated Care Board (ICB)

Write to: 

NHS Birmingham and Solihull Integrated Care Board
Patient Experience and Complaints Team
Alpha Tower, 8th Floor
Suffolk Street Queensway
Birmingham
B1 1TT

Page published: 3 July 2023
Last updated: 8 May 2025