We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

Giving feedback

To provide feedback:

• fill out a feedback form
• take part in the Friends and Family Test
• leave a review on the NHS website
• phone us on The Sutton Surgery 01744 811211 or Thatto Heath Surgery 01744 811211

Making a complaint

If you have a complaint or concern about the service you have received from any member of our practice team, please let us know. We do our utmost to always provide a high level of service but accept that occasionally this might not happen. When this occurs, we will apologise and deal with your complaint as quickly as possible.

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 problems cannot be sorted out 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 weeks, as this will enable us to establish what happened more easily. If it is not possible to do that, please let us have the details of your complaint:

• Within 12 months of the incident that caused the problem
• Within 12 months of discovering you have a problem (can be waived in certain circumstances)

Complaints can be placed verbally, in writing or via our website.

It will be a great help if you are as specific as possible about your complaint i.e. dates, times, who was involved, what was said or done etc.

Formal complaints should be addressed to Tracy Steward, Business Manager, who handles complaints on behalf of the practice partners. Once your complaint is received you will receive an acknowledgement of it within 5 working days and aim to have investigated your complaint as quickly as possible, ideally within 2 weeks (10 working days), if we need more time we will advise and keep you informed.   

Once a response has been provided, a meeting will be offered, if it has not been already. Once the complaint has been finalised at a practice level, you still has a right to complain to the Parliamentary & 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 0345 015 4033, via their website: www.ombudsman.org.uk or alternatively by writing to:

MillbankTower

Millbank

London

SW1P 4QP

Other useful information:

PALS –  Patient Advice and Liaison Service can be contacted on 0800 218 2333

From April 2026, patients wishing to make a complaint to the Commissioner of Primary Care Services are advised to start by using their website:

https://www.cheshireandmerseyside.nhs.uk/contact/complaints

The ICB complaints webpage provides clear guidance for patients on:

• When it is appropriate to raise a concern or complaint with an individual provider in the first instance
• How to contact the correct organisation responsible for their care
• The role of the ICB in complaints handling
• Alternative support routes, including advocacy and independent support services

In many cases, concerns can be resolved more swiftly and effectively by engaging directly with the organisation that delivered the care, without the need for the ICB to be involved at an early stage.

 

Complaining on behalf of someone else:

Please note that we keep strictly to the rules of medical/patient confidentially.  If you are complaining on behalf of someone else, we must know that you have their permission to do so.  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.

Reviewed: June 2023, October 2025 & May 2026     Review again May 2029 or earlier if needed