We try hard to provide you with a good service, but we recognise that we do not get things right every time. If you have any suggestions of how we can improve our services please fill in one of Friends and Family Slips which are located in reception. Any formal feedback should be addressed to Donna Thomas (the Practice Manager) either by telephone or by letter.
Complaints
Most issues can be resolved without having to make a formal complaint. If you wish to make a verbal complaint or have an informal chat with your GP, a member of staff or the Practice Manager we will be able to arrange this for you. For more serious complaints you may put your complaint in writing to the Practice Manager.
If you feel that you cannot approach the practice you can either contact:
Patient Advice and Liaison Service (PALS)
Bellringer Road, Trentham, Stoke-On-Trent
Staffordshire, ST4 8HH Tel: 0800 389 9676
PALS has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends and answers their questions and resolves their concerns as quickly as possible.
You can talk to PALS who provide confidential advice and support to patients families and their carers, and can provide information on the NHS and health related matters. The Trust has a PALS Office which you can contact directly via the FREEPHONE number above. Most of our teams also have a PALS Lead with responsibility for promoting PALS to clients and colleagues, and we expect all our staff to ‘be a PAL’
An answer phone service is available out of office hours – please leave a message if no-one is available to take your call and PALS will get back to you. You can also email them at patientexperienceteam@combined.nhs.uk
What to expect – You should expect an acknowledgement and the offer of a discussion about the handling of your complaint within three working days of receiving your complaint.
Patient Advice and Liaison Service (PALS)
Bellringer Road, Trentham, Stoke-On-Trent
Staffordshire, ST4 8HH
Tel: 0800 389 9676
Mon to Fri 9.00am to 5.00pm
NHS England Alternatively you may wish to take your complaint directly to NHS England which commissions primary care services, including GPs, dentists, opticians and pharmacies. Send your complaint to: NHS England, PO BOX 16738, Redditch, B97 9PT.
From 1st July 2023 the
Staffordshire and Stoke-on-Trent ICB Complaints team will be available.
New Beacon Building
Stafford Education and enterprises Park
Weston road
Stafford ST18 OBF
Freephone: 0808 196 8861
Email: PatientExperienceTeam@staffsstoke.icb.nhs.uk
Also you can contact the
Parliamentary and Health service Ombudsman to consider your complaint further
Telephone 0345 015 4033
Email: phso.enquirieso@mbudsman.or.uk
Website; www.enquiries’ombudsman.org.uk
