💬 Would you like to give us feedback?

We welcome feedback about your experience of our services. This helps us understand what we are doing well and where we can improve. If you would like to share comments, suggestions, or compliments, please contact us using this feedback form. Your responses will be treated confidentially and used to improve patient care.

For concerns or issues you wish to raise formally, please see our Complaints section below.

❗ Do you need to make a complaint?

We want to give you the best care every time. But we know things don’t always go as planned. If you tell us about a problem, it helps us improve our services and your experience.

If you’re unhappy with any part of your care, please let us know. Most issues can be sorted out quickly. The easiest way is to speak to a member of staff at the time. All our staff are trained to help with complaints.

Complaints about Primary Care Network services

If you feel after an appointment or contact you would like to complain about a service provided by Shrewsbury Primary Care Network (PCN), you should raise it with your own GP practice who will manage the complaint working in close collaboration with us follow the NHS complaints process.

If for any reason you do not want to speak to a member of practice staff, then you can request that NHS England investigates your complaint. They will contact your practice on your behalf:

NHS England
PO BOX 16738
Redditch
B97 9PT
03003 112233
england.contactus@nhs.net

A complaint can be made either verbally or in writing.

Time frames for complaints

You have 12 months to make a complaint. This is either from the date the issue happened or from the date you first realised there was a problem.

We aim to investigate your complaint and provide you with the findings as soon as we can usually within 10 days.

We keep all complaints private. Any documents are stored separately from your medical record.

Advocacy support

• Healthwatch Shropshire: https://www.healthwatchshropshire.co.uk/complaints-advocacy-service
• Age UK:
  • Email: enquiries@ageukstw.org.uk
  • Phone: 01743 357 748
• Shropshire, Telford and Wrekin ICB PALS team
  • Email: stw.patientservices@nhs.net
  • Phone: 01952 580407

Further action

If you are dissatisfied with the outcome of your complaint from either your practice or NHS England, then you can escalate your complaint to:

Parliamentary Health Service Ombudsman (PHSO)
Milbank Tower
Milbank
London
SW1P 4QP

Phone: 0345 015 4033
https://www.ombudsman.org.uk/