If you have a complaint or concern about the service you have received from the doctors or any member of staff working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.
How to Complain
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible- ideally within a matter of a few days. This will enable us to establish what happened easily. If that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to Andrea Conway, Practice Manager. The Practice Manager will make sure that your concerns are dealt with promptly and in the correct manner. Please make sure that you are as specific and concise as possible.
Complaining on behalf of someone else
We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request.) if you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable of providing this (because of illness or infirmity). A Third Party Consent Form is available here.
What we will do
We will acknowledge your complaint within 5 working days and aim to have fully investigated within 10 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into you complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.
You will receive a final letter setting out the result of any practice investigations from Andrea Conway, Practice Manager.
Alternatively, you can contact the PALS and Complaints department. Please follow the link to North Staffs CCG Patient Advice and Liaison Service where you can find further information.
Whether you want confidential help and advice about the services we provide, or have a compliment, concern or complaint, we want to hear from you. This leaflet can be downloaded here.
Complaining to the Commissioning Support Unit
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. However, this does not affect your right to approach the local Commissioning Support Unit. If you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation please contact NHS England's Complaints Team on 0300 311 2233 or email email@example.com
You can also contact the Patient Advice and Liaison Service at the Commissioning Support Unit on 0800 030 4563, or email firstname.lastname@example.org
Taking it further
If you remain dissatisfied with the outcome you may refer the matter to:
The Parliamentary and Health Service Ombudsman, Millbank Tower Millbank, London, SW1P 4QP
Tel: 0345 0154033