Patient Experience

If you feel dissatisfied with a service you have received from any member of staff, please let us know. Teldoc operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our system meets national criteria.

Please Note: If you make a complaint, it is our policy to ensure you are not discriminated against or subjected to any negative effect on your care, treatment or support.

In the first instance, please discuss your concern with a member of our Reception or call handling team who will make every effort to try to resolve any problems for you.

The staff will ask your permission to access your medical records to assist them to resolve your concerns and to help any investigation process.

Please note: While we understand patients and families frustrations when problems occur. Please be aware that aggressive or abusive behaviour towards any member of staff will not be tolerated.

Our contact number is: 03300 536456

Our website address is: www.teldoc.org

Registered postal address:
Patient services complaints
Malinslee Surgery
Church Road
Malinslee
Telford
TF3 2JZ

After 1 July 2023, patients and members of the public can make a complaint about primary care services (such as GP services, pharmacy, optometry and dentistry) by contacting NHS Shropshire, Telford and Wrekin instead of NHS England.

You can do so by phone, e-mail or written correspondence via NHS Shropshire, Telford and Wrekin Patient Services Team, at:

Telephone:  01952 580407

E-mail: stw.patientservices@nhs.net

Writing to us at: Halesfield 6, Halesfield, Telford, TF7 4BF

There are two ways to make a complaint:

• You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery, or
• You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received, such as your local ICB (NHS Shropshire, Telford and Wrekin).