Carlton Street, Burton-on-Trent, Staffordshire, DE13 0TE
King Street, Burton-on-Trent, Staffordshire DE14 3AG

Carlton Street: 01283 511 387
King Street: 01283 741 177

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Complaints Procedure

Our aim is to give the highest possible standard of service and we try to deal directly with any problems that may occur. If you do have a complaint we have a formal procedure:

Introduction

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS wide system for dealing with complaints. Our system meets the national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally on the day. This is because the sooner we know about a problem, the easier it will be for us to establish what happened. In any event, please let us have details of your complaint: Within 6 months of the incident that caused the problem; or Within 6 months of discovering that you have a problem, providing this is within 12 months of the incident. Complaints should be addressed to the Practice Manager.  It will be a great help if you are as specific as possible about your complaint.

What we will do

We will acknowledge your complaint within three working days and aim to have looked into your complaint within forty working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall: Find out what happened and what went wrong. Make it possible for you to discuss the problem with those concerned, if you would like this. Make sure you receive an apology, where this is appropriate. Identify what we can do to make sure the problem doesn't happen again.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed to authorize you to complain on their behalf.

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Written Complaints

NHS Primary Care Complaints

From 1st August 2015 the NHS England North Midland Complaints Service will be responsible for the investigation of all NHS England complaints relating to primary care in Staffordshire.

You can contact:

NHS England
PO Box 16738
Redditch
B97 9PT

Email: england.contactus@remove-this.nhs.net

Telephone: 0300 311 22 33

Taking it further

If you remain dissatisfied with the outcome your may refer the matter to:

The Parliamentary and Health Service Ombudsman

Millbank Tower
Millbank
London
SW1P 4QP

Email:  phso.enquiries@remove-this.ombudsman.org.uk

Telephone: 0345 015 4033