Comments and Complaints
The aim of everybody at Wetmore Road Surgery is to provide all our patients with the best care possible.
Your help and ideas in achieving this are most welcome. You can give these in writing to the Practice Manager, using the suggestion box in the Reception Area or verbally to any of the Team.
How to make a complaint
Occasionally the service you receive may fall short of what you expect.
Most of the time this can be explained to your satisfaction by discussion with the Practice Manager or your doctor. Please talk to a member of our team who will try to sort out your concern.
However, sometimes you may wish to make a complaint and we have developed a procedure, which will assist you in doing so in the most appropriate way. A copy of the procedure can be obtained from the Practice Manager on request.
What we shall do
We shall acknowledge your complaint within 3 working days either by telephone or in writing. We shall make every attempt to investigate and respond to that complaint within 10 working days. However, if the issues are complex or staff members are on leave this may take a little longer. We may write or offer you a meeting with the people involved.
The purpose of the NHS Complaints procedure is to:
- Find out what happened and what went wrong
- Provide an apology where this is appropriate
- Identify ways in which similar problems can be prevented
If you feel that we have not responded to your concerns fully please do not hesitate to come back to us to discuss these further. However, if you feel this is not possible, please contact the Patients Service Team
What we shall not do
At no point will the fact that you have made a complaint be recorded in your medical record. All issues you raise will be treated in the strictest confidence and will not affect your current or future care.
Compliments and Suggestions
It is always appreciated when compliments are received and, as with complaints, we use this as a way of learning for the future. When we receive a compliment we share this with the team and encourage individuals to work to the high standards that your compliment has acknowledged. Please forward any compliments for the attention of our Practice Manager or one of the partners.
Equally your suggestions can help us change our processes and we often make minor changes to our administration systems following patient input. Please forward any suggestions to our Practice Manager.
Patients Services Team
The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.
So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patients Services Team 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.
The Patients Services Team also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.
What does The Patients Services Team do?
In particular, The Patients Services Team will:
- Provide you with information about the NHS and help you with any other health-related enquiry
- Help resolve concerns or problems when you are using the NHS
- Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
- Provide you with information and help introduce you to agencies and support groups outside the NHS
- Inform you about how you can get more involved in your own health centre and the NHS locally
- Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
- Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.
Find out more
If you would like more information about The Patients Services Team, the functions it is intended to provide and the standards it should strive to achieve, please contact the team directly:
Further help is available from:
The Patients Services Team
Tel. 0800 030 4563
Email: firstname.lastname@example.orgPatients Services TeamAngelsey HouseAngelsey CourtWheelhouse RoadRugeleyStaffordshireWES15 1UL
The Independent Complaints Advocacy Service (ICAS)
Tel: 0845 1203748
Stoke-on-Trent Citizen Advice Bureau
Tel: 0845 1203748 (local rate call)
The Health Service Ombudsman in England
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman. The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England.