Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Mayfield Surgery.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible. Alternatively, ask to speak to the Practice Manager, but note this may need to be a booked appointment.
If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:
Staffordshire & Stoke-on-Trent ICB
0808 196 8861
A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can complain via email to [email protected]
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The Practice Manager will respond to within three business days to acknowledge your complaint.
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.
Investigating complaints
We will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
We allow third parties to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.
Final response
We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.
Complaints support – What if I do not feel able to complain myself?
If you do not feel able to complain yourself, your relative, carer or advocate can raise your complaint on your behalf. We will always respect patient confidentiality and will not share any information regarding a patient’s treatment or care with a third party without your written consent.
Complaints support: Is there any help available to me in making my complaint?
Yes, there is an advocacy service available for people living in Stoke-on-Trent and different one for people living in Staffordshire.
Stoke-on-Trent Advocacy
Asist works alongside people with physical disabilities, learning disabilities or mental health conditions. It strives to ensure that there is support for people who have difficulty speaking out, so that they can have an equal voice in the choices and decisions that affect their lives.
Telephone: 01782 845584
Text: 60777
Email: [email protected]
Web: www.asist.co.uk
Staffordshire Advocacy
Healthwatch Staffordshire NHS Complaints Advocacy Service offers independent, impartial and confidential advice and support in pursuing complaints or concerns about the NHS.
Freephone: 0800 161 5600
Text: Healthwatch along with your name and number to 60006
Email: [email protected]
In Writing: Healthwatch Staffordshire – NHS Complaints Advocacy Service, Suite 2, Opus House, Priestly Court, Staffordshire Technology Park, Stafford, ST18 0LQ
The service operates between the hours of 9am to 5pm Monday to Friday. Messages left outside of office hours will be responded to within two working days.
Parliamentary and Health Service Ombudsman
We hope to be able to work with you to resolve your concerns or your formal complaint. However if following making a complaint you feel that resolution has not been achieved, you can contact the Parliamentary and Health Service Ombudsman. Further information about the Ombudsman and the services that they provide can be found here: Making a complaint | Parliamentary and Health Service Ombudsman (PHSO)
Telephone: 0345 015 4033