Feedback and Complaints
We welcome your views and would encourage you to provide us with feedback to improve our services for you. Please e-mail the Practice Manager at WSCCG.Admin-Burlington@nhs.net
How to make a complaint
We are sorry if you feel the need to complain. We always welcome complaints and suggestions. They can help to improve our services and your experience. You will never be discriminated against simply because you make a complaint. We have learnt a lot from your feedback and will continue to develop our services with your thoughts in mind.
Should you have a need to complain then please contact the Practice Manager in writing, providing as much information as possible and these will be dealt with under our Practice Complaints Policy. You may write into the surgery directly or send an e-mail using the address wsccg.Admin-Burlington@nhs.net
We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.
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 health care 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 in services 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