Suggestions/Compaints

Comments and Suggestions

We are interested to hear patient's views on the services we offer and are always open to suggestions which we will consider carefully. Please email us, write a letter to the practice manager Amanda Plunkett or talk to us directly.

Send us your comments or suggestions
 

PALS (Patient Advice and Liaison Service)

The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

What does PALS do?

In particular, PALS will:

• Provide you with information about the NHS and help you with any other health-related enquiry.
• Help resolve concerns or problems when you are using the NHS.
• Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint.
• Provide you with information and help introduce you to agencies and support groups outside the NHS.
• Inform you about how you can get more involved in your own healthcare and the NHS locally.
• Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise.
• Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps inservices and reporting them.

Find out more

If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve, follow this link.

Complaints Procedure

We always try to provide the best services possible, but there may be times when you feel this has not happened.  If you have any comments or cause to complain regarding anything connected with the practice, please make your views known to the Practice Manager, either verbally or by letter.  We operate an in-house complaints procedure and will endeavour to investigate your complaint promptly and, where appropriate, rectify any mistakes.

Stirling Road Surgery is contracted to provide Personal Medical Services for our registered patients under contract to the Commissioning Board, NHS England, the Local Area Team for Devon, Cornwall and Isles of Scilly.  If you need to contact the NHS Commissioning Board regarding a complaint their contact details are as follows:

NHS England Commissioning Board

Sedgemoor Centre

St Austell

Cornwall PL25 5AS

You can also contact NHS England national call centre by calling 0300 311 22 33

If you find it difficult to complain yourself, NHS Health Complaints, can provide support.  They can also help you to make your complaint, and attend meetings with you.  They can be contracted on: 0845 120 3782.

If you wish to make a comment or complaint about the commissioning of health services or do not wish to raise issues direct with the service provider (hospital, community or other local health services) you should contact:

Northern, Eastern, and Western Devon Clinical Commissioning Group, Complaints Department.

Chair: Dr Tim Burke

Chief Officer:  Rebecca Harriott

Newcourt House, Old Rydon Lane, Exeter EX2 7JU

Telephone:  01392 205205

www.newdevonncg.nhs.uk