HOW CAN PATIENTS COMPLAIN?
Trent Meadows Medical Practice always aims to deliver a safe, caring and efficient service to all of our patients; but if you feel that this has not happened, then we would want to know about it, so that we can address the area causing concern and put things right.
We take complaints very seriously and want to hear if patients have concerns regarding their care. Patients may make a complaint or comment on the provision of our services verbally or in writing to the Practice Manager Mrs Dianne Gotheridge you can telephone 01283 845555 to arrange to speak with her or can email her at trent.meadows@staffs.nhs.uk
Please see below our procedure for the investigation of complaints
Your complaint should be raised as soon as possible after the event giving rise to your concerns, either verbally or in writing. Your complaint will be investigated by the Practice Manager or the Partners of the Practice.
When your complaint is received we will aim for it to be acknowledged verbally or in writing within three working days and a report on the investigation will be sent to you within thirty working days. If the investigation is to take longer than thirty working days, you will be informed together with the reasons for the delay. On completion of the investigation you will be given a full explanation.
Your complaint will in no way have any impact on the treatment you receive from clinicians and administrative staff at the Practice. You can be assured that YOUR care is our priority
You can make your complaint to the practice or directly to NHS England (but not to both) should your complaint not be resolved to your satisfaction you can then contact the Parliamentary & Health Service Ombudsman (PHSO) contact details below.
NHS Primary Care Complaints
You can contact the Customer Contact Centre:
Post:
NHS England
PO Box 16738
Redditch
B97 9PT
Email: [email protected]
Telephone: 0300 311 22 33
If patients are not satisfied with the way their complaint has been dealt with by the provider or commissioner, they can contact the Parliamentary and Health Service Ombudsman (PHSO)
Post:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Telephone: 0345 015 4033
Email: [email protected]