If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.
We have found that most problems can be sorted out relatively 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 12 months of the incident that caused the problem; or
- Within 12 months of you becoming aware of the existence of an issue for complaint
The Practice Manager will be pleased to deal with any complaint. They will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:
In person – ask to speak to the Practice Manager.
In writing – some complaints may be easier to explain in writing. You can ask for a complaint leaflet and form at Reception or download the Leaflet here and the form to use giving details here which you should print off and send to the Practice. Please give as much information as you can, then send your complaint to the Practice, marked for the attention of the Practice Manager.
If you do not wish to speak directly to the practice you may lodge a formal complaint with NHS England who are the organisation issuing our contract and they can be contacted :
By post to: NHS England. PO Box 16738. Redditch. B97 9PT.
By email to: firstname.lastname@example.org.
By telephone: 0300 311 22 33.
Their opening hours are: 8am to 6pm Monday to Friday, except Wednesdays when they open at the later time of 9.30am. They are closed on bank holidays.
What we will do
Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.
We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days of the date you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.
When we look into your complaint, we aim to:
- find out what happened and what 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 appropriate
- identify what we can do to make sure the problem doesn’t happen again.
At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we must know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
Getting help with making a complaint
Healthwatch Liverpool is a free, confidential and independent service. They can help you to sort out any concerns that you may have about the care we provide and they can give you information about the different services which are available from the NHS.
They collect feedback on people’s experiences of using health and care services and provide advocacy to people who are making a complaint about an NHS funded service.
151 Dale Street
Liverpool, L2 2AH
T: 0300 77 77 007 (Calls cost the same as to a local landline)
F: 0151 298 3275
Your local Citizens Advice Bureau can also help with NHS complaints.
If you’re still not happy once we have completed our enquiries and told you the result:
If you are not satisfied with the final response of the practice to your complaint, you can ask the Health Service Ombudsman to look into it.
Parliamentary and Health Service Ombudsman
T: 0345 015 4033 8.30-5.30 Monday-Friday
You can click on the link below to send us any comments you might have about the practice. Messages can be made anonymously, however if you wish to receive a response from the practice then please remember to include your contact details.