The practice complies with Data Protection legislation and we make every effort to preserve patient confidentiality. We ask you for personal information to ensure that you receive appropriate care and treatment. For the practice to function effectively it is sometimes necessary for medical information about you to be shared between members of the practice team. It will be shared with others only to provide further medical treatment for you, e.g. from hospital services, or to enable you to access other services, e.g. from the social work department.  

Our Practice policy can be found here: Data-protection-policy 2015.pdf

Please ensure you also read our leaflet  How we use your information . This document (CareData_Programme[1]2015.pdf) clearly outlines information regarding Care.Data - please note your personal confidential information will be automatically uploaded to care.data. If you wish to opt out / dissent then please notify the practice in writing.

Violence and Aggression

Our practice team is here to help all patients in a polite and respectful manner. However any form of physical or verbal abuse, intimidating behaviour to include shouting and swearing will not be tolerated under any circumstances. Patients behaving in this manner may be removed from our patient list.


We aim to give a friendly and professional service to everyone who attends our practice. However, if, for any reason, our service should fall below our patients’ satisfaction, we take all complaints very seriously. If you would like to make a complaint regarding the surgery or the services we offer, please contact the  Practice Manager, Christine Johnson, either by telephone or in writing, jaceypractice@nhs.net who will make every effort to respond to your concerns as soon as possible. All complaints will be treated as confidential.

Complaining to the NHS England Area Team/The Parliamentary and Health Service Ombudsman/ Care Quality Commission (CQC) and PohWER Solihull

We hope that, if you have a problem, you will use our Practice Complaints Procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our Practice. But this does not affect your right to approach the local Area Team if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. You should contact either: 

Independent review

We hope that you will use our practice complaints procedure should you have a problem.  However, if you remain dissatisfied with the response to your complaint, you have the right to ask The Parliamentary and Health Service Ombudsman to review your case.  This should be done within twelve months of receipt of this information.  The Parliamentary and Health Service Ombudsman can be contacted on 0345 015 4033  / phso.enquiries@ombudsman.org.uk or in writing to:

 The Parliamentary and Health Service Ombudsman

Millbank Tower

 Complaining to NHS England

Although we would recommend you make your complaint to the surgery, you can approach NHS England direct. NHS England will then seek details from the GP and will then decide if it is appropriate for them to answer the complaint, or to pass the complaint back to the surgery.

Complaints not resolved at surgery level cannot be passed to NHS England, but must be referred to The Parliamentary and Health Service Ombudsman.

 Contact details:

·         By post - NHS Commissioning Board, PO Box 16738, Redditch, B97 9PT

·         Electronically using the Commissioning board’s email address - nhscommissioningboard@hscic.gov.uk Please write ‘For the attention of the Complaints Manager’ in the subject line.

·         By telephone 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays). The complaint will be noted and passed to the Complaints Manager

Care Quality Commission (CQC)

The Care Quality Commission (CQC) is the independent regulator of all health and adult social care in England. Their aim is to make sure certain standards of care are met in hospitals, care homes, dental surgeries & GP surgeries. It focuses on whether care is safe and effective and whether it meets the needs of our patients.

You can contact the Care Quality Commission (CQC) for advice. The CQC doesn't manage individual complaints about GPs and their services. However if you are not happy with the response you get when they complain to the service provider, you should contact the Parliamentary and Health Service Ombudsman (PHSO) on the details above.

 Contact details:

·         By post – CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA

·         Website – www.cqc.org.uk.

·         By telephone 03000 616161 (Monday to Friday 8.30am to 5.30pm, excluding English Bank Holidays).


POhWER Solihull

POhWER provide information, advice, support and Advocacy to patients.

Contact details:

·         By post – POhWER, PO Box 14043, Birmingham, B6 9BL

·         Website – www.pohwer.net.

·         By telephone 0300 456 2370 (8am – 6pm).

 PPG Group

The Jacey Practice has a Patient participation group. The role of the PPG is to provide a liaison between patients and the practice.

They meet on a quarterly basis and you may approach the PPG regarding issues or concerns you may have. Further details are available from the surgery


Freedom of information

The practice produces a complete guide to the information routinely made available to the public by our GPs. A copy of this guide is available from reception.

Our Practice policy can be found here:Freedom-of-information-act-policy[1]2015.pdf

Patient charter

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. It is your responsibility to keep your appointments, inform us of your past illnesses, medication, hospital admissions and any other relevant details. 


For further information on any of our policies, please contact the practice manager.

Disability and discrimination

We will provide care, now and in the future, to all our patients without discrimination and irrespective of patient’s age, sex, race, beliefs or special needs.  We expect that patients will show no discrimination towards other surgery users, members of the practice team or our colleagues in the NHS. 

Our Practice policy can be found here:Anti discrimination-service-provision-policy[1]2015.pdf

Healthy Child Programme

This gives comprehensive advice on health and social care throughout a child's life. It was started by the Department of Health in October 2009 to replace the previous system of Child Health Surveillance. A link to the details of the programme can be found here.

Adult and Child Safeguarding Policies

The practice has a clinical lead and comprehensive policies for protecting both Adult and Children. Please click on the attached documents for further information and useful contact details.  SAFEGUARDING ADULTS POLICY - WEB VERSION.pdf Safeguarding Child Policy 2016.pdf

Did Not Attend

We actively monitor our patients who do not attend appointments and do not cancel. This results in wasted appointments and longer waiting times for appointments for other patients. Our telephone lines are open all day now to create more opportunity to cancel. Persistent failure to attend appointments might result in patients being removed from our list. 

Our Practice policy can be found here:Did-not-attend-policy[1].pdf

GP Earnings

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.The average pay for GPs working in The Jacey Practice in the last financial year was £54,905 before tax and National Insurance. This is for 3 full time GPs and 3 parttime GPs. 

Northbrook Health Centre - 93 Northbrook Road, Shirley, Solihull, B90 3LX
Dickens Heath Medical Centre - 94 Old Dickens Heath Road, Dickens Heath, Solihull, B90 1SD
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