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.
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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:
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Within 6 months of the incident that caused the problem, or
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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:
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In person - Please ask to speak to the Reception Supervisor in the first instance
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By telephone - Please ask to speak to the Reception Supervisor or the Business Manager
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By email - Please email the Business Manager at patient.comments @ gp-n81066.nhs.uk
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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:
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Find out what happened and what went wrong
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Make it possible for you to discuss the problem with those concerned, if you would like to do this.
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Make sure you receive an apology, where appropriate.
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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
Website: www.healthcarecommission.org.uk
