"apalling care"

Thank you for taking the time to add your comments about the service provided. I am sorry to hear that you have not experienced the standard of care that we expect.

There are clear protocols and procedures in place for ensuring that service users are responded to in a timely manner; including waiting time standards for out- patient clinics and standards on how staff respond when service users contact the centre. I am very disappointed that for your family member you feel that we appear to have fallen below these expected standards.

I would be grateful if you or your family member could contact the Centre Manager Noel Haughton or Deputy Manager Karen Cottage on 0300 790 0236 both of whom would be very happy to hear from you and would like to agree with your family member a plan of suitable, collaborative care and address your/their concerns.

If you feel this is not what you want to do at this time please consider contacting our PAL's team who can support you to make a decision on what options you have in taking your concerns forward: Telephone 0300 123 1535 ext.2031 or Free phone 0800 389 9676 Mon -Fri: 9am to 5pm.Text service 07718971123 (This text service available 9am to 5pm and charged at your provider's rate) or

e mail: patientexperienceteam@northstaffs.nhs.uk (e mails are monitored Mon to Fri, 9am to 5pm)

Veronica Emlyn

Patient Experience Lead