Complaints and Concerns

We are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
 

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. We are happy for you to speak to the Practice Manager or Operations Manager in person or by phone at the time. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible ideally within a matter of days or, at most, a few weeks because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint within twelve months of the incident that caused the problem or within twelve months of discovering that you have a problem. Beyond this timescale it is at the Practice’s discretion whether to investigate the matter. 

Complaints should be addressed to the Practice Manager, or any of the doctors. Alternatively, you may ask for an appointment with the Practice Manager in order to discuss your concerns. They will make sure that your concerns are dealt with promptly. It would be a great help if you are as specific as possible about your complaint. 

However, if you feel unable to complain to us directly, you may contact Staffordshire and Stoke on Trent Integrated Care Board: Telephone: 0808 196 8861

Email: patientservices@staffsstoke.icb.nhs.uk

Post: New Beacon Building, Stafford Education and Enterprise Park, Weston Road, Stafford, ST18 OBF

​

What the practice will do

We will acknowledge your complaint not later than three working days after the day on which we receive it and we will offer to discuss with you the manner in which the complaint is to be handled and the timescales within which we will respond to the complaint.

When we look into your complaint we shall aim to:

• Find out what happened and what went wrong

• Make it possible for you to discuss the problem with those concerned, if you would like this

• Make sure you receive an apology, where this is appropriate

• Identify what we can do to make sure the problem doesn’t happen again

 

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A letter signed by the person concerned will be needed, unless they are incapable due to physical incapacity or lack of capacity within the meaning of the Mental Capacity Act 2005.

​

What if I am unhappy with the way in which the Practice has handled my complaint?

You can ask the Parliamentary and Health Service Ombudsman to consider it further:

Telephone Helpline: 0345 015 4033

Website: www.ombudsman.org.uk 

Address: Parliamentary and Health Service Ombudsman, City Gate, 47-51 Mosley Street, Manchester M2 3HQ

​

You may also contact the surgery for times when you feel that you have not received the best service from us.

Please contact the Operations Manager or Practice Manager if you have any issues that you wish to discuss.

​

The Patient Advisory Liaison Service (PALS) may also be able to provide you with advice and support and can be contacted on:

​

Free phone 0800 389 8832, Mon-Fri 9-5pm,

​

 

NHS Friends and Family Test

 

As of 1 December, 2014 a "Friends and Family" test will be operating within all NHS GP practices.  When you visit our GP surgery for care or treatment, you will be given the opportunity to provide feedback about your experience.  Your response will be anonymous and can be posted in the ballot box within the reception area of our surgery. 

 

The information you provide will give our practice invaluable feedback on what you think of the care and treatment you have received, which along with existing ways of gathering patient feedback, will help us to make improvements and improve the experience for our patients. 

​

To download a copy of the Friends and Family Test, please click on the link below:

Friends and Family Test

 

For more information regarding the Friends and Family Test, please visit www.nhs.uk/friendsandfamily.