Complaints Procedure
Our promise
We will always try to offer you and your family the best service we can, bearing in mind the limits of NHS resources and what is allowed.
Sometimes however, being a good doctor may bring us into conflict with what you expect, for example, we may disagree that you need a sick note.
Making a Complaint
If you are unhappy about any aspect of our service, we would always ask that in the first instance you discuss the problem with the practice manager or one of the doctors. If you are still unhappy, you may wish to make a formal complaint. To do this you will need to ask the practice manager for a complaints form.
You can either fill it in yourself or ask someone to do it for you. Please be specific with names and dates so that we can investigate the matter properly.
It would also help if you could let us know what you want to happen, for example, an apology or action taken to prevent the same thing happening again.
What Happens Next?
If the complaint was made in writing, a letter of acknowledgement will be sent to you by the first available post.
If the complaint is about a member of staff, then he or she will be asked for their comments.
Once all the evidence has been collected, the complaint will be considered carefully by the doctors.
You will then be contacted in one of the following ways:
- by telephone
- by letter
- asked to call in to the surgery and discuss the matter
What If I Am Still Not Happy?
If your complaint can’t be sorted out by the practice, then it is your right to take the matter further.
If you want to pursue your complaint you should contact:
NHS Staffordshire and Lancashire Commissioning Support Unit (CSU)
Patient Services Team
Heron House
120 Grove Road
Fenton
Stoke on Trent
ST4 4LX
Telephone: 0808 196 8861