Compliments and Complaints
The practice is very grateful to receive compliments, suggestions for improving our service and positive comments from patients. These can be relayed in a variety of ways: through the NHS Choices website, the Friends & Family test or direct to a GP or member of staff. Thank you in advance for taking the time to provide feedback.
Alternatively, please complete our Feedback Form.
If you have a complaint or suggestion, please contact our Practice Manager, Lucy Sawyer on 01483 226330 or email firstname.lastname@example.org. She will aim to acknowledge your complaint within 3 working days and investigate it as quickly as possible. Please give as much detail as you can. We hope that most problems can be sorted out easily and quickly in-house, often at the time they arise and with the person or persons concerned.
We take complaints seriously and aim to investigate complaints and report back to you within ten working days. We will:
- Investigate what happened and whether something went wrong
- Apologise where this is appropriate
- Identify what we can do to make sure the problems does not happen again
Patient Advice and Liaison Service (PALS)
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, please go to: www.surreyhealth.nhs.uk