Compliments and complaints

We will always do our best to help you and offer you good advice in a timely manner, as well as dealing with your requests as efficiently as we can. We are always delighted to pass on positive feedback and compliments to our staff when they have delivered an excellent service. However, we are aware that we are not always perfect, and sometimes things go wrong. If something has happened which you are unhappy about, in the first instance we would invite you to discuss the matter with our Practice Manager, Tracy Westhead, either by telephone or at the surgery and she will try to put things right and make improvements where possible. It may be possible for her to answer your questions and resolve your query straight away. Making a complaint about our practice will not adversely affect your current or future treatment.

Making a formal complaint

The NHS Choices website explains the NHS complaints process here. Under the NHS Constitution if you are unhappy with an NHS service and decide to make a complaint, you have the right to have that complaint acknowledged by the organisation receiving the complaint within three working days (this does not include weekends and bank holidays.) You also have the right for that complaint to be investigated properly. You may make a complaint in person, by telephone, by e-mail or in writing. It is important to make your complaint as soon as possible. Usually the NHS only investigates complaints that are either:

These time limits may be set aside if there are good reasons why you could not complain sooner and providing it is still possible to investigate the complaint effectively and efficiently.

If you are unable to make a complaint yourself, then someone can act on your behalf with your written consent. We can accept complaints from:

NHS England

If you feel too uncomfortable complaining directly to the practice, then the next step is to address your complaint to NHS England, which commissions us as a GP practice.

In writing:
NHS England
PO Box 16738
Redditch
B97 9PT

By email to: england.contactus@nhs.net - Please state: 'For the attention of the complaints team' in the subject line.
By telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)
They will take a note of your complaint and arrange for it to be passed to a case officer.

Obtaining advice before complaining

Merseyside and Cheshire Healthwatch Advocacy provides free, confidential and independent support for people who want to make a complaint. It can be contacted as follows:

Freephone helpline - 0808 801 0389 
Email address - merseysideandcheshire@healthwatchadvocacy.co.uk 
Fax – 0151 298 3275

If you are unhappy with the outcome of your complaint

Alternatively, you can refer your complaint to the Parliamentary and Health Service Ombudsman. The helpline number for the Ombudsman is 0845 015 4033. There is no charge for the Ombudsman's service. A separate leaflet, which is available on request from the Ombudsman's office, explains what the Ombudsman can investigate, what cannot be investigated and how to put your complaint to the Ombudsman.

The Health Service Ombudsman's contact details are:

The Health Service Ombudsman for England
Millbank Tower
Millbank
London
SW1 4QP

Tel: 0845 015 4033
Fax: 020 7217 4940
Text telephone: 020 7217 4066
E-mail: OHSC.Enquiries@ombudsman.gsi.gov.uk 
Website: http://www.ombudsman.org.uk