Complaints Policy

Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, 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.

If you have decided to make a complaint around the care or service you have received we would really like to put this right straight away.  If this is the case please ask to speak to the Practice Patient Manager.

If you feel that your complaint cannot be resolved this way you will need to send a formal complaint to the surgery addressed to the Practice Patient Manager, Ruth Matthews, outlining your complaint.

Once we have received your complaint, you will receive an acknowledgement letter, and the next steps.  We aim to respond to all complaints within 30 working days. Once you have received your response, if you are not satisfied that your complaint has been resolved following this you can appeal to the ombudsman as below.  These details will also be included in your response:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP; Tel: 0345 015 4033; Fax; 0300 061 400

If you feel you do not want to raise your complaint directly with the surgery, you can make your complaint through Pals (Patient Advice Liaison Service) 01782 676453 or the ICB (Integrated Care Board) 0300 123 1461.

Patient Advice and Liaison Service (PALS)

The Primary Care Trust has a PALS service that provides on the spot confidential advice and support. Telephone 0800 389 8832 Monday to Friday 8:30am to 4.30pm. An answerphone 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.The PALS team are based at:

Fenton Health Centre
Glebedale Road
Fenton
ST4 3AQ