PATIENT ADVICE & LIAISON SERVICE PALS is a service working for patients, carers and their families. It is part of the changes of the Health Service, designed to improve the patient’s experience.
As a Patient, Relative or Carer you may need to turn to someone for on the spot help, advice and support. The PALS service aims to make your journey through the NHS as smooth as possible by putting patients at the heart of improving services.
The Service aims to; Advise and support patients, their families and carers Provide information about health related issues and NHS Services Listen to your concerns, suggestions or queries Help sort out problems quickly on your behalf Signpost to services and support (including complaints procedures) Take a proactive approach to seeking the views of the public on the quality of services provided and acting as a key source of information for the Trust. Act as a lever for change and improvement by working with individuals and teams throughout the organisation to promote a responsive culture that is receptive to patients/carer feedback.
Contact PALS Tel: 0300 200 8844 Email: [email protected] COMPLAINT PROCEDURE
What to do if you want to make a complaint
ASHINGTON HOUSE SURGERY Ashington Way Westlea Swindon SN5 7XY
Tel: 01793 614840 Email: [email protected] HOW WILL THE COMPLAINT BE DEALT WITH?
We will handle your complaint in a positive and friendly way.
We will acknowledge your complaint within 3 working days, and will investigate your complaint thoroughly and try to reply to you within 10 working days of receiving the complaint. If we cannot give you a full reply we will tell you when we can.
If you are still unhappy with our reply you can arrange a meeting at the surgery to discuss the complaint further. This will normally be with the Practice Manager and one of the Partners.
We will discuss your complaint at the Practice Meeting so that we may learn and improve our service. You can request for us not to do this if you would prefer. DO YOU NEED HELP MAKING YOUR COMPLAINT?
Most complaints can be handled at the time with the person/s involved however if you feel you would like to make a formal complaint to the practice you can request a complaints form from reception or put your complaint in writing. Please address your complaint to the Practice Manager Mrs Hayley Beresford.
If the person complaining is doing it on behalf of someone else and they are 16 years of age or over we will require their written consent.
WHAT TO DO IF YOU ARE STILL NOT SATISFIED
If you are not satisfied with how your complaint has been handled or with the outcome, you can contact NHS England, PO Box 16738 Redditch B97 9PT.
Email:- England.contactus.nhs.net Telephone 0300 311 2233
The Practices complaints procedure as detailed in this leaflet does not affect your rights to make a formal complaint directly to the NHS England.
Alternatively you can contact the The Parliamentary and Health Service Ombudsman.