At Baker Baker Health, we are committed to using patient feedback to improve our services, ensuring a more patient-centered, carer and family-friendly experience.

We believe that only by listening to you can we continue to enhance the quality of care and services we provide. Your feedback is invaluable in helping us grow and meet your needs.

Your Feedback Matters

We encourage you to share your thoughts on our services. Whether positive or negative, your feedback helps us identify areas of success and opportunities for improvement. You can help us by telling us:

• When we provide exceptional service.
• What we do best.
• When a member of our team excels.
• Where we may have fallen short of your expectations.
• Any ideas or suggestions you have for improving our services.
• Concerns you would like to address.

If a concern is unresolved by our staff at the time, you may wish to escalate it as a formal complaint. Please let us know as soon as possible so we can conduct a thorough investigation.

How to Provide Feedback

To share feedback, please email us at feedback@bakerbakerhealth.com . We value every comment and use it to continuously improve.

How to Make a Complaint

At Baker Baker Health, we follow the NHS complaints procedure for NHS-commissioned services, such as Initial Health Assessments (IHAs) and Adoption and Fostering Medicals (AH medicals).

If you are dissatisfied with any aspect of the service received from our staff, we want to hear from you. Our complaints system adheres to national criteria and ensures that your complaint will be handled with fairness and transparency. Please be assured that making a complaint will not affect the care, treatment, or support you receive from us.

Steps to Submit a Complaint

1. Discuss with Staff
   In the first instance, we recommend discussing your concerns with the staff member involved. Many issues can be resolved quickly at this stage.
2. Contact the Registered Manager
   If the issue cannot be resolved or if you prefer, please contact our Registered Manager by emailing complaints@bakerbakerhealth.com (We are awaiting a secure NHS.net email address. In the meantime please include no patient identifiable information.) . Include your phone number, and we will promptly respond to help resolve the issue or guide you through the complaints process.
3. Formal Complaints
   If you wish to make a formal complaint, please submit it in writing by email to complaints@bakerbakerhealth.com (We are awaiting a secure NHS.net email address. In the meantime please include no patient identifiable information.) Ideally, complaints should be raised within a few days of the incident, allowing us to address the situation more effectively. However, we will accept complaints up to:

                 - 6 months from the date of the incident

                 - 6 months from the date you became aware of the problem, as long as it is within 12 months of the incident.

What to Expect

• We will acknowledge receipt of your complaint within two working days.
• We aim to investigate and respond to your complaint within ten working days.
• You may be offered an explanation or a meeting with the person(s) involved.

Our Commitment

When investigating your complaint, we aim to:

• Fully understand the circumstances of the issue.
• Offer you the opportunity to discuss the problem with the relevant individuals.
• Provide an appropriate apology if necessary.
• Implement changes to ensure the issue does not occur again.

We value your feedback and are dedicated to continually improving our services based on your experiences.

Patient Advisory Liaison Service (PALS)

PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally:

• Website: https://www.nhs.uk/service-search/other-health-services/patient-advice-and-liaison-services-pals 
• By Phone: 0800 0151 548

Complaining on behalf of someone else

Please note that Baker Baker Health keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, Baker Baker Health needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.

Escalating Complaints

Baker Baker Health hope that if you have a problem you will use Baker Baker Health Complaints Procedure. However, if you feel you cannot raise your complaint with us, or you are dissatisfied with the response received from us, you can contact any of the following bodies:

• NHS England - Primary Care Services are now commissioned by NHS England Area Teams. Please provide as much information as possible to allow NHS England to investigate the complaint. NHS England can be contacted by using the following methods:
  • By Email: england.contactus@nhs.net – With ‘For the attention of the Reddich complaints manager’ in the subject line.
  • By Post: NHS England, PO Box 16738, B97 9PT 
  • By Phone: 0300 311 22 33                                  .

• Independent Complaints and Advocacy Service (ICAS) - ICAS is a national service that supports people who want to make a complaint about their NHS Care or treatment.
  • Website: https://www.pohwer.net/ 
  • By Email: pohwer@pohwer.net 
  • By Post: POhWER Unit 25 & 32, Stafford Business Village, Dyson Way, Stafford, Staffordshire, ST18 0TW
  • By Phone: 0300 456 2370

• Ombudsman - As a last resort, if you are not happy with the response from this company, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.
  • Website:https://www.ombudsman.org.uk/ 
  • By Phone: 0345 015 4033

• The Care Quality Commission - If you have a genuine concern about a staff member or regulated activity carried on by this company then you can contact the Care Quality Commission.
  • Website: https://www.cqc.org.uk/give-feedback-on-care 
  • By Phone: 03000 616161

If you have any queries regarding this please email us at complaints@bakerbakerhealth.com (We are awaiting a secure NHS.net email address. In the meantime please include no patient identifiable information.).