We aim to provide patients with the best care we can, but we may sometimes fall short of the mark. If you have any compliments, concerns or complaints about our service, we want to hear about it.
We would encourage you to speak to whoever you feel most comfortable with – your doctor, a nurse, a receptionist or manager – who will try to resolve the problem on the spot. However if you would prefer to give your feedback in writing, please send it to the Practice Manager via email or post
If you have a complaint to make please don’t be afraid to say how you feel. We welcome feedback to help us improve our standards and you will not be treated any differently if you have complained. We will just do our best to put right anything that has gone wrong.
Your complaint will always be thoroughly investigated and we seek to come to a mutual understanding of what has gone wrong and to take any action that may be needed to put things right.
We aim to acknowledge all written complaints within three working days. Some complaints will need to be discussed within the team and will take longer to respond to in full, but we will keep you informed about how long this will take.
Although all complaints are treated in confidence it may be necessary for doctors and staff to discuss clinical information. They will only do this as far as necessary to investigate the complaint.
If a complaint is made by someone else on a patient’s behalf we will require the patient’s written consent to discuss their medical records and details of their care and treatment. (This does not apply to patients under 16 years of age).
If you would like help or advice from an independent body then the ICAS (Independent Complaints Advocacy Service) can help:
Independent Complaints Advocacy Services
Cheshire West
Tel: 0300 323 0006
Email: [email protected]
Although most complaints are resolved within the practice you can approach the Cheshire and Merseyside ICB who will manage the complaint on your behalf. Please contact:
Patient Experience Team
NHS Cheshire and Merseyside
No 1 Lakeside
920 Centre Park Square
Warrington
WA1 1QY
0800 132 996
If you remain dissatisfied, you can seek further independent review from:
The Parliamentary and Health Service Ombudsman
Tel: 0345 0154033
Email: [email protected]