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Comments, Compliments, Concerns & Complaints

Are You Happy With Our Services?

4Cs

We hope that you will tell us when we have got things right for you and when perhaps things did not go so well. It is very important to us that we hear from you so that we can use your feedback to continually improve our services for the benefit of all patients. We are interested in hearing your:

  • Complaints
  • Concerns
  • Compliments
  • Comments

Compliments

If you would like to tell us when something has gone well, you can:

  • Speak personally to the member of staff providing your care and treatment
  • Put your feedback in writing to the Practice Manager and/or the staff member(s) concerned
  • Post a review on the NHS Choices website: www.nhs.uk

Comments

There may be occasions when you would simply like to comment on our services or suggest ways to change or improve. To let us know your comments you can:

Speak to us: Ask to speak to the Practice Manager

Write to us at: Practice Manager, Price's Mill Surgery, Newmarket Road, Nailsworth, Stroud, GL6 0DQ

Email us at: admin.pms@nhs.net

Complete a comment card: Cards and a suggestion box can be found in the reception and waiting areas

Online: Use the Comments and Suggestions Form here

Review us: Post a review on the NHS Choices website: www.nhs.uk

Complaints and Concerns

We recognise that we will not get things right all the time, so if you do have any concerns or complaints, it is important that you tell us about these as soon as possible so that we can try to put things right. Remember if you are concerned about something, the sooner you tell us, the quicker we can try to find a solution.

You can let us know your concerns or complaints in the following ways:

Speak to us: Ask to speak to the Practice Manager

Write to us at: Practice Manager, Price's Mill Surgery, Newmarket Road, Nailsworth, Stroud, GL6 0DQ

Email us at: admin.pms@nhs.net

You can download a Complaint Form here: Complaint Form.

Complaints made on behalf of a patient by a third party require the consent of the patient as we may need to discuss confidential patient information to resolve the complaint. We will need this form to be completed to confirm consent: Third Party Complaint Consent

Complaining To Other Authorities

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and give us an opportunity to improve our practice. However, if you feel you cannot raise your complaint with us, you may contact NHS England, using the contact details shown below.

By Post: NHS England, PO Box 16738, Redditch, B97 9PT

By Email: england.contactus@nhs.net

By Telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)

 

How Will My Complaint Be Dealt With?

If you want to make a complaint, we will:

  • Find out from you what the problems are and what you would like the outcome to be.
  • Agree with you how you would like your complaint investigated.
  • Agree with you a time scale in which to investigate your complaint.
  • Acknowledge your complaint on the same working day.
  • Ensure that the investigation is thorough and fair to all concerned.
  • Ensure that you receive a response to your complaint.
  • Ensure that we improve services where appropriate.

Price's Mill Surgery Commits:

  • To ensure you are treated with courtesy and you receive appropriate support throughout the handling of a complaint; and the fact that you have complained will not adversely affect your future treatment.
  • When mistakes happen, to acknowledge them, apologise, explain what went wrong and put things right quickly and effectively.
  • To ensure that we learn lessons from complaints and use these to improve our services

Will My Care Be Affected By Raising My Concerns Or Complaint?

No, your care will not be adversely affected by you raising your concerns or complaints with us. It might very well help to improve your care; because it is only by knowing and listening to what people have to say that we can make things better for you and others.

Consent

If you are raising a complaint on behalf of someone else, we may need their consent before we can investigate and share the results of that investigation with you.

What Happens If We Cannot Resolve Your Complaint?

We will do everything we can to find a resolution to any concerns or complaint that you may have. However, there may be occasions when we have tried hard to resolve your complaint but you are still dissatisfied. In these circumstances, you can ask the Parliamentary and Health Service Ombudsman to review your complaint and the way in which we have responded to you. You can contact them in the following ways:

By Post: The Parliamentary & Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

By Email: phso.enquiries@ombudsman.org.uk

By Phone: 0345 0154033



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