Complaint

Make a complaint

We try to provide the best possible service to our patients and will always welcome your views or suggestions for further improvements.

We realise that there may be occasions when our service to you falls short of our customary standard. If you have a complaint or concern about the service you have received from the doctors or any of the staff working at the Practice, please let us know.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. We are happy for you to speak to the Practice Manager in person or by phone at the time. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible ideally within a matter of days or, at most, a few weeks because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint within twelve months of the incident that caused the problem or within twelve months of discovering that you have a problem. Beyond this timescale it is at the Practice's discretion whether to investigate the matter.

Complaints should be addressed to Miss Kate Pendlebury, Practice Manager, or any of the doctors. Alternatively, you may ask for an appointment with Miss Pendlebury in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

What the practice will do

We will acknowledge your complaint within three working days and aim to have looked into your complaint within'10 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint we shall aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where this is appropriate
  • Identify what we can do to make sure the problem doesn't happen again

However, if you feel unable to complain to us directly, you may contact NHS England instead: NHS England, PO Box 16738, Redditch B97 9PT, email england.contactus@nhs.net with "For the attention of the complaints team" in the subject line or phone 0300 311 22 33

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so.

What if I am unhappy with the way in which the Practice has handled my complaint?

You can ask the Parliamentary and Health Service Ombudsman to consider it further:

Telephone Helpline: 0345 015 4033
Website: www.ombudsman.org.uk

USEFUL CONTACT DETAILS

PALS is a free, informal, confidential help and advice service for patients, carers and their families. It is there to help you when you need advice, have concerns or don't know where to turn. PALS can help with queries about GPs, dentists, opticians, pharmacies, as well as services offered by local hospitals and all other NHS community services.

PALS can be contacted via any of the methods below:
Text : 075 406 68541
Fax: 01782 298228
Freephone: 0800 030 4563 — There is also a 24 hour answer phone service.
Email: mlcsu.patientservices@nhs.net
Freepost Address:
Freepost Plus
RTAA-XTHA-LGGC
Patient Service Team
NHS Midlands and Lancashire Commissioning Support Unit
Anglesey House
Anglesey Court
Wheelhouse Road
Rugeley
WS15 1UL
PALS is open Monday — Friday 9am — 4pm (excluding bank holidays).

Healthwatch To find the contact details for your local Healthwatch see www.healthwatch.co.uk or call Healthwatch England on 03000 683 000

Madeley PracticeMadeley Practice

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