We always try to give you the best services possible, but there may be times when you feel this has not happened.  This leaflet explains what to do if you have a complaint about the services we provide for you.

Our practice Procedure is not able to deal with questions of legal liability or compensation.  We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made.

If you use this procedure it will not affect your right to complain to NHS England if you so wish.  The appropriate contact address is printed below. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by that patient in person.

If you wish to make a complaint, please phone or write to our practice manager.  She will take full details of your complaint and decide how best to undertake the investigation. Alternatively, you may ask the receptionist for a complaint form which should be completed and returned marked for the Attention of the Practice Manager.

We think it is important to deal with complaints swiftly so you will receive a reply or be offered an appointment for a meeting to discuss matters within 7 days.  Occasionally, if we have to make a lot of enquiries, it may take a little longer.  If this is the case, you will receive an acknowledgement within 7 days.

We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed.  We hope that at the end of the meeting, you will feel satisfied that we have dealt with the matter thoroughly.  However, if this is not possible and you wish to continue with your complaint, please see the appropriate authority below who will be able to help you:

Patients Advice and Liaison Service (PALS)

Freephone: 0808 196 8861

Email: PatientServices@staffsstoke.icb.nhs.uk

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