Complaints

We operate a complaints procedure as part of the NHS system for dealing with complaints. Our complaints procedure meets national criteria. Complaints should be addressed to Mrs Julie Stokes, Practice Manager. She will contact you and discuss your complaint. You may be offered an appointment to discuss your problem in more detail. All complaints are documented and you will be advised in writing of the outcome of the complaint. Further information is available in our practice complaints leaflet, which is available on request.

PALS and ICAS

The Patient Advice and Liaison Service focus on improving the service to NHS patients and the service is confidential. As a patient, relative or carer sometimes you may need to turn to someone for on the spot help. This is where the PALS Manager can help. She can provide advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS.

The local PALS - Tel: 0800 030 4563
Morston House
The Midway
Newcastle Under Lyme
Staffordshire
ST5 1QG

ICAS is a national service that supports people who want to make a complaint about their NHS care or treatment. The local ICAS website is http://www.pohwer.net/how_we_can_help/independant.html

PCT

If you're not sure who to contact, or you want advice about how to complain, you can contact your local PCT - NHS North Staffordshire - on 0845 602 6772.

Complaints Team
Morston House
The Midway
Newcastle Under Lyme
Staffordshire
ST5 1QG

Violent or Abusive Patients

The Practice operates a Zero Tolerance Policy. Patients who are behave in a violent or abusive way will be removed from the list with immediate effect.