We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
Most issues can be resolved without you having to make a formal complaint. Try having an informal chat with your doctor or a member of staff first. A formal complaint takes time and minor issues are resolved quicker if you speak to a staff member on sight.
In the first instance please discuss your complaint with the staff member concerned. If this does not resolve the situation, please ask to speak with the Reception Team Leader who will investigate your concerns and offer you further advice on the complaints procedure.
If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible and address your complaint to the Practice Manager who will deal with your concerns appropriately.
You can download a copy of our Complaints & Comments Leaflet below:
Complaints and Comments Leaflet
Healthwatch - Independent Health Complaints Advocacy Service (IHCAS)
Healthwatch West Sussex provides a free and independent health complaints advocacy service, which helps local people explore options for getting their voice heard when they feel something has gone wrong with their health service.
Their advocates support local people to explore their complaint options and can provide practical assistance, ranging from help in writing a complaint letter, attending a resolution meeting, and putting your complaint to the Health Service Ombudsman.
As Healthwatch West Sussex they can also work with the organisation and system to make sure learning from complaints helps to improve services for those who need them now and in the future.
For more information, visit their website at www.healthwatchwestsussex.co.uk/complaints-support/ or contact them at:
Telephone: 0300 012 0122
Address: The Billingshurst Community Centre, Roman Way, Billingshurst, West Sussex RH14 9QW
PALS - Patient Advice & Liaison Service
As a patient, relative or carer, you may not always know where to go for help, information, advice or support. It can be worrying and confusing, when you, or someone you know, is unwell. This is where the Patient Advice and Liaison Service (PALS) can help.
PALS is an independent and confidential service for anyone who would like advice, information and help, or who may have a concern about the care provided by Western Sussex Hospitals and other providers in West Sussex.
Most concerns you have can be dealt with quickly by discussing them with the health staff treating you. However, there are times when you need to speak to someone who can act independently on your behalf.
- Help sort out any concerns or queries you may have about your care by working with you and your health care professionals.
- Provide information about local health and health services.
- Provide information about voluntary organisations and support groups.
- Tell you about the formal NHS complaints procedure and give you advice on how to make a complaint.
- Make sure your experience with the NHS is as easy and problem-free as possible.
- Provide an opportunity for you to give your views on local services and use your suggestions on how these can be improved.
- Act on any information given unless we have consent from the patient or legal guardian.
- Deal with formal complaints, but we will give information on services that can help.
- Give clinical advice.
- Act as an advocate, although we can help find services that may be able to assist you.
Telephone PALS: 01903 285032 between 9am and 4.30pm Monday-Friday
Email PALS: PALSWorthing@wsht.nhs.uk
Write to PALS:
Western Sussex Hospitals NHS Trust
Sometimes, PALS staff will be dealing with other clients and it may be necessary for you to leave a short message on the answer phone. They aim to get back to clients within one working day.