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Compaints

Having problems?

If you are experiencing problems with the services offered by our practice, our management team are happy to discuss your concerns with you informally. We also operate a practice complaints procedure and our management team can help take the process forward.

Making complaints outside the practice complaints procedure

Making a complaint to the practice will not prejudice a patient’s right to complain to NHS Stoke on Trent. Complainants can forward their complaint directly to NHS England North Midlands complaints Service who can undertake the complaint investigation themselves or, depending on the nature of the complaint, may refer the complaint to the practice (with the patient’s consent). NHS England is obliged to notify the practice of the details of the complaint (with the patient’s consent).

Patients Preferring to send complaints directly to NHS England should contact:
Customer Contact Centre
NHS England
PO Box 16738
Redditch
B97 9PT
Tel: 0300 311 22 33
Email: england.contactus.@nhs.net

You also have the option of contacting the Parliamentary and Health Service Ombudsman
Millbank Tower
Milbank
London
SW1P 4QP
Tel: 0345 105 4033
Email: phso.enquiries@ombudsman.org.uk

Accessing Independent Advice?

If patients prefer not to use the practice complaints procedure or feel that that they need independent advice, either party can contact POhWER – NHS Complaint Advocate on 0300 456 2370.