Practice Complaints Procedure
As part of our ongoing development, we would like to learn from you. We like to hear about what we are doing well. We also want to hear about what we are not doing so well. If you are unhappy about any part of our service, we would like to know so that we can learn from your comments and suggestions and improve on what we provide. We have a practice complaints procedure which meets National criteria and welcome your comments. Leaflets detailing the procedure are available in our waiting room and below.
Our Practice Manager, Claire Bovingdon is responsible for the smooth running of the Health Centre and ultimately responsible for the quality of the service you receive. Please ask to speak to her about any suggestions, praise or criticism. Naturally you should feel free to speak to any of our team. The Repeat Prescription box doubles as a suggestion box if you would prefer to use that.
We aim to treat all our patients courteously irrespective of race, colour, creed or sexual orientation and we expect patients to behave towards our staff in a similarly respectful manner. In the unlikely event that a person was to behave in a threatening, abusive, violent or discriminatory manner towards our staff or other patients, then they risk immediate removal from our practice list and premises.
PALS (Patient Advice and Liaison Service)
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 Patient Advice and Liaison Service, known as 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.
PALS 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 PALS do?
In particular, PALS 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 healthcare 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 PALS, the functions it is intended to provide and the standards it should strive to achieve , follow this link.