How to make a complaint and the Care Quality Commission

If you have a complaint about the service you have received in this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to, any negative effect on your care, treatment or support.

HOW TO COMPLAIN

 

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact Yvonne Bell (Practice Manager) who will try to resolve the issue and offer you further advice on the complaints procedure.

If you would like to take it further please put your complaint into writing and address it to Yvonne Bell, or if you would prefer to submit your complaint online please click on ‘Contact Us’ and choose the online form at the bottom of the page (remember to leave up to date contact details).

 

If it is not possible to raise your complaint immediately, please inform us of your complaint within the following timescales:

 

  • Within 6 months of the incident that caused the problem

OR

  • Within 6 months of discovering that you have a problem, provided this is within 12 months.

 

The practice will acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date you raised it with us. At this stage you should be offered an explanation or a meeting with the person(s) involved. When the practice looks into your complaint it aims to:

 

  • Ascertain the full circumstances of the complaint.
  • Make arrangements 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 the practice can do to make sure the problem does not happen again.

COMPLAINING ON BEHALF OF SOMEONE ELSE

Please note that Dr Stephenson & Partners keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.

 

IF YOU DO NOT FEEL COMFORTABLE COMPLAINING TO THE PRACTICE DIRECT

You can make a complaint to the commissioner of the services instead, NHS England, who is responsible for purchasing primary care services such as GPs, dentists and pharmacies.

 

By post to NHS England

PO Box 16738, Redditch, B97 9PT

Telephone 0300 311 2233

E-mail England.contactus@nhs.net

(Please state: ‘For the attention of the complaints team’ in the subject line).

OR the Clinical Commissioning Group

Text : 07540 668541
Fax: 01782 298228
Freephone: 0800 030 4563
Email: feedback@staffordshirecss.nhs.uk

 

PALS & OMBUDSMAN

 

PATIENT ADVISORY LIAISON SERVICE (PALS)

You can also complain via PALS.

PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally.

By Post to NHS Staffordshire Commissioning Support Services ,Morston House, The Midway
Newcastle Under Lyme , ST5 1QG

Text : 075 406 68541
Fax: 01782 298228
Freephone: 0800 030 4563  -
There is also a 24 hour answer phone service.
Email: feedback@staffordshirecss.nhs.uk

IF YOU NEED HELP MAKING YOUR COMPLAINT

You can contact ASIST, who provide the free, Independent NHS Complaints Advocacy Service for information/support to use the NHS Complaints Procedure. Telephone Helpline: 01782 845584 Email: enquiries@asist.co.uk Website: www.asist.co.uk

IF YOU ARE NOT HAPPY WITH THE WAY IN WHICH THE NHS HANDLED YOUR COMPLAINT

You can then refer your complaint to the Parliamentary and Health Service Ombudsman, who investigate complaints about the NHS in England.

Telephone Helpline: 0345 015 4033
Emailphso.enquiries@ombudsman.org.uk
Websitewww.ombudsman.org.uk

or Textphone (Minicom): 0300 061 4298

CQC

The Care Quality Commission (CQC) are the independent regulator of health and adult social care in England.

The CQC make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage them to improve.

They monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and publish what is found, including performance ratings to help people choose care. CQC assessed our service previously (rating 'Good') and the report is available on their website.

Please see the following correspondence from CQC in regards to year 2021

We suspended our routine inspection programme in March 2020 in response to Covid-19 and do not intend to resume it for the immediate future. We have continued to use a mix of onsite and off-site monitoring to ensure the public have assurance as to the safety and quality of the care they receive. As we emerge from the pandemic we are further developing our monitoring approach. In accordance with this approach we carried out a review of the data available to us about Dr C Stephenson & Partners on 07-10-2021. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage. This could change at any time if we receive new information. We will continue to monitor data about this service. Please note, this does not amount to an assessment of the rating for this service under section 46 of the Health and Social Care Act 2008.   We will add this text to our website to inform the public about this outcome. We carried out a review of the data available to us about Dr C Stephenson & Partners on 07-10-2021. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage. This could change at any time if we receive new information. We will continue to monitor data about this service. If you have concerns about (this will be prepopulated with your location name), you can give feedback on this service. Care Quality Commission



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