Weeping Cross telephone 01785 662 505
Beaconside telephone 01785 214 424
John Amery telephone 01785 252 244

General Patient Information

Practice Complaints Procedure

If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a Complaints Procedure, which meets national criteria. If you do have a complaint, it is practice policy to ensure you are not discriminated against or subjected to any negative effect on your care, treatment or support.

How to Complain?

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally within a matter of days, or at most a few weeks, because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

  • Within 6 months of the incident that caused the problem; or
  • Within 6 months of discovering that you have a problem, provided this is within twelve months of the incident.

Complaints can be posted, complete an eConsult Administration Form or simply dropped off at the Practice.

What will we do?

We endeavour to investigate your complaint within ten working days of the date of its receipt. If we think it may take longer, we will inform you and provide you with updates. Following the investigation, we will provide you with a response and, if relevant, a meeting with those involved in your care.

When we look into your complaint, we shall aim to:

  • Find out what happened and went wrong
  • Make it possible for you to discuss the problem with those concerned if you would like this
  • Make sure you receive an apology where this is appropriate
  • Identify what we can do to make sure the problem doesn’t happen again

Complaining on behalf of someone else

Please note that we strictly adhere to all legislation and guidance relating to individual medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their prior consent to do so. If the complaint is of a general nature there may be elements we can respond too.

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Integrated Care Board

An Integrated Care Board (ICB) is an organisation responsible for the day to day running of the NHS. The NHS Staffordshire and Stoke-on-Trent ICB takes account of population needs, arranges for the provision of services and manages the NHS budget.

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GP Average Earnings

Disclaimer: NHS England requires that the net earnings of doctors engaged in the practice is publicised, and the required disclosure is shown below. However it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice, and should not be used to form any judgement about GP earnings, or to make any comparison with any other practice.

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working in the practice of Dr Lloyd and Partners in the last financial year was £56,482 before tax and National Insurance. This is for 1 full time GP, 10 part time GPs and 2 locums who worked in the practice for more than six months.