Bilbrook Medical Centre operates a complaint/compliment system and full details of how to raise your concerns/compliments about the service you receive are available at reception and displayed on the patient information board in the waiting area.
If you feel you have cause to complain speak the a member of the reception staff who will take any details, and guide you through the process. You can also put your complaint in writing to the practice manager, or ask to speak to the Practice Manager.
Complaints are best dealt with as soon as possible and the staff at Bilbrook Medical Centre will do their best to try to deal with complaints as quickly as possible to the satisfaction of all concerned. Procedures will be looked at and changes made where identified.
Click here to send us your feedback online.
Alternatively you can make a complaint directly to The Patient Services team, Midlands & Lancashire commissioning Support Unit or The Patients Advice and Liason Services (PALS). For help in making a complaint about NHS funded treatment or care you can contact Independant Complaints Advocacy Service – the service also supports people who wish to make a complaint on behalf of someone they know.
PALS
The Patient Advice and Liaison Service (PALS)
The service aims to:
- advise and support patients, their families and carers
- provide information on NHS services
- listen to your concerns, suggestions or queries
- help sort out problems quickly on your behalf
Email: pals@staffordshirecss.nhs.uk
Telephone: 0800 030 4563
Patient Services Team
Freepost Plus
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Patient Services
Midlands and Lancashire Commissiong Support Unit (CSU)
Heron House
120 Grove Road
Fenton
Stoke-on-Trent
ST4 4LX
Freephone:0800 030 4563
Email: mlcsu.patientservices@nhs.net
For help in making a complaint
Call the Independent NHS Complaints Advocacy Service on Freephone 0800 161 5600
Write to Health Staffordshire NHS Complaints Advocacy, Suite 2, Opus House, Priestly Court, Staffordshire Technology Park, Stafford, ST18 0LQ
Text “Healthwatch” and your name and number to 60006
Email: advocay@ecstaffs.co.uk
Website: www.healthwatchstaffordshire.co.uk/nhs-complaints
