We make every effort to give the best service possible to everyone who attends our practice.
We are continually looking to turn our patients’ feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families. We would like to hear from you if you have a suggestion on how we can do things better to improve our patients’ experiences.
We’d also like to hear from you if you are pleased with the service you’ve received.
Friends and Family Test
Following appointments we send out a simple survey to patients called the friends and family test. This can also be accessed and completed here.
Patient Advice and Liaison Service (PALS)
Concerned but don’t want to complain? Have a problem, but don’t know who to talk to? Worried but not sure what to do? Need information, but don’t know who to ask?
The Patient Advice and Liaison Service (PALS) can help. Whether you are a patient or a Carer let us help to make it easier. PALS is a confidential service that provides information advice and support for patients, families and carers. PALS seek to promote the importance of listening to patient enquiries and concerns. To support this, the PALS team work closely with staff who have direct contact with patients, their families and carers, providing help and information regarding enquiries or concerns raised by those receiving care or treatment.
For further enquiries call PALS on Freephone 0800 0151 548 or land-line 01452 566 698. The phone lines have an answering service so messages can be left at any time and will be responded to on the next working day.
Patient Advice & Liaison Service (PALS)
NHS Gloucestershire Integrated Care Board
Floor 5, Shire Hall, Westgate Street, Gloucester, GL1 2TG
Email: glicb.pals@nhs.net
How Do I Make A Complaint
If you want to make a complaint, please speak to a member of the practice team or put your complaint in writing to the Operations Manager.
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 within 3 working days.
- 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.
Stonehouse Health Clinic 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
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 3112233 (Monday to Friday 08:00 to 18:00, excluding English Bank Holidays)