Horse Fair Practice Group

Hillsprings Surgery, Lovett Court, Rugeley, WS15 2FH
Telephone: 01889 582244
You are here: Home > Practice Information > Policies > Comments and Complaints

Comments and Complaints

Comments & Complaintsstockxpertcom_id20808191_size0

We are interested to hear comments and suggestions regarding any aspect of our medical practice group. You may not wish to lodge a formal complaint but may wish to express a concern or provide suggestions and comments for improving the service.  Please put these in writing to the Practice Manager.

We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our system meets the national criteria.

Although we hope that you do not have cause to complain about the service you receive from our surgeries, should you wish to do so please obtain an information leaflet and form from the Reception Desk and forward to our Practice Manager.

Our aim is to give you the highest possible standard of service, we try to deal swiftly with any problem that may occur.

The practice staff also appreciates positive feedback and compliments. Please put any comments in to reception or to the Practice Manager.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk

Horsefair Practice Group will continue to provide advice & treatment for any medical concerns.

There have been some changes made to the delivery of care to protect staff and patients during the Covid-19 Pandemic.  However our services are accessible as they have always been, so please contact us to book an appropriate appointment and do not ignore worrying symptoms that maybe early signs of more serious conditions like cancer.

Access to our clinicians has been enhanced due to Covid-19.  We offer Video Consultations, Telephone Consultations and where appropriate a face to face consultation.

Please note we will provide face to face GP or Nurse appointments where advised by a Clinician.  The receptionist will arrange a telephone or video consultation for you in accordance with national guidance in order that the Clinician can assess your condition or problem, offering a face to face consultation as appropriate.

You can also book appointments online. To do this you will need to register online at

https://patient.info/patient -access

If you already order your prescription on line then you don’t need to re-register, simply update your profile to include booking online appointments.  Please remember we are still here to provide advice & treatment  for any medical concerns.  If you need to be seen face to face we can arrange this after speaking to one of our clinicians.

Please do not ignore worrying symptoms that maybe early signs of a more serious condition.

Please also note that because we are consulting patients more by telephone it may take longer to speak to us when booking an appointment by phone. Please be patient, alternatively please book on line.

IMPORTANT NOTICE ****Please note that to prevent further transmission and infection from the COVID-19 virus we ask from 15th June all patients entering the surgery will be required to wear a face mask or face covering.

Help us control the spread of the virus and stay safe.