Patient
comments & Complaints
Our aim is to provide the highest
level of care for all of our patients. We will
always be willing to hear if there is any way
that you think that we can improve the service
we provide.
Go
to the 'patient comments & complaint' form
Making
a complaint
If you have any complaints or
concerns about the service that you have received
from the doctors or staff working at this Practice,
please let us know.
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 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. We will respond to all complaints
received provided they are received:
-
Within 6 months of the incident
that caused the problem, or
-
Within 6 months of discovering
that you have a problem, provided that it
is within 12 months of the incident.
You can make your complaint in a number
of ways:
-
In person
- Please ask to speak to the Reception Supervisor
in the first instance
-
By telephone
- Please ask to speak to the Reception Supervisor
or the Business Manager
-
By email
- Please email the Business Manager at patient.comments @ gp-n81066.nhs.uk
-
In writing Please give as
much information as you can and send your
complaint to the Practice for the attention
of the Business Manager as soon as possible.
What we
will do
Our complaints procedure is
designed to make sure that we settle any complaints
as quickly as possible.
We will normally acknowledge
your complaint within 3 working days and aim to
have investigated and responded to your complaint
within 10 working days of the date when you raised
it with us.
When we look into your complaint, we will 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 to do 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 verbally or in writing.
What can you do next?
We hope that, if you have a problem,
you will use our Practice complaints procedure.
We believe that this will give us the best chance
of putting right whatever has gone wrong and the
opportunity to improve our Practice. However,
this does not affect your right to approach the
local Primary Care Trust if you feel you cannot
raise your complaint with us or if you are dissatisfied
with the way we answer your complaint.
The address to write to is: Complaints Manager,
Halton and St Helens PCT, Cowley Hill Lane, St
Helens WA10 2AP Tel: 01744 457334
If you remain dissatisfied with the responses
to your complaint, you have the right to ask the
Healthcare Commission to review your case. The
Healthcare Commission is an independent body established
to promote improvements in health care through
assessment of the performance of those who provide
service. You can contact them on 020 7448 9200,
or write to them at:
Healthcare Commission
(Complaints Team), Peter House, Oxford Street,
Manchester M1 5AN
Web: www.healthcarecommission.org.uk
Go
to the 'patient comments & complaint' form |
