To submit comments and suggestions please either use; ‘Ask reception a question’ via our website, use a form which can be provided via our reception desk or drop in a letter/note

The Practice Complaints Procedure:

This Practice operates a process for the investigation of complaints which follows the NHS Complaints Procedure.

Tracy Steward, Business Manager, manages the complaints procedure on behalf of the Practice/Partnership.

A complaint should be submitted as soon as possible after the event/issue.

The NHS Customer Care can be contacted on 0300 311 2233 for advice and assistance, they can also provide information on how and where to obtain advocacy support. However, ultimately the practice needs to investigate the complaint and reply.

The Practice will acknowledge receipt of a complaint within 3 days and provide a date whereby the complaint will be answered. A meeting maybe needed at this stage to fully understand the complaint or further information/clarification may be request. The practice will always try to respond within 2 weeks. If delays occur for any reason this will be explained, and a revised date will be given for the completion of the investigation.

Once a response has been provided, a meeting will be offered.

If the complaint is still not resolved the following link and information may be useful:
Complaints – NHS Cheshire and Merseyside

Telephone: 0800 132 996

Email: enquiries@cheshireandmerseyside.nhs.uk

Post: Patient Experience Team
NHS Cheshire and Merseyside
No 1 Lakeside
920 Centre Park Square
Warrington
WA1 1QY

Once the complaint has been finalised at a practice level &/or with the help of ‘NHS Cheshire and Merseyside Complaints’, the patient still has a right to complain to the Health Services Ombudsman.

The Ombudsman exists to provide a service to the public by undertaking independent investigations into complaints that government departments, a range of other public bodies in the UK, and the NHS in England have not acted properly or have provided a poor service. However, the Ombudsman would generally only agree to review a complaint if they feel all attempts to resolve the complaint at a local level have been exhausted. The Ombudsman should be approached as soon as possible. The Health Service Ombudsman can be contacted on 0845 015 4033 or by writing to:

Millbank Tower
Millbank
LONDON
SW1P 4QP

Alternatively, you can visit their website at: www.ombudsman.org.uk where you can access their patient information leaflet.

Complaining on behalf of someone else:

Please note that we keep strictly to the rules of medical confidentially. If you are complaining on behalf of someone else, we have to know that you have their permission to do so i.e. a note signed by the person concerned will be needed.

If the person is unable to complain themselves, please contact Tracy Steward, Business Manager, at the practice, who will provide advice.

For further information – How to complain to the NHS – NHS (www.nhs.uk)