Complaints

Sometimes services may not meet your expectations and you may be unhappy with the treatment or service you have received from the NHS. You are entitled to raise a concern, comment or make a complaint, have it considered and receive a response from the responsible body concerned. Equally, you may have had a positive experience and wish to share it with us.

Complaints policy

You can view our complaints policy by clicking here.

How to  complain 

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE – ideally within a matter of a few days. This will enable us to establish what happened more easily.  If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to Miss Kate Taverner via email to kate.taverner@nhs.net  Practice Manager (you can use the attached form).  The Practice Manager will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.

COMPLAINING ON BEHALF OF SOMEONE ELSE

We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request).  If you are not the patient, but are complaining on their behalf, you must have their permission to do so.  An authority signed by the person concerned will be needed unless they are incapable (because of illness or infirmity) of providing this. A Third-Party Consent Form is provided below.

WHAT WE WILL DO

We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received.  If we expect it to take longer, we will explain the reason for the delay and tell you when we expect to finish. When we investigate your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate and take steps to make sure any problem does not arise again.

You will receive a final letter setting out the result of any practice investigations

To provide feedback or raise any issues regarding your GP practice, please speak to reception.

After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact NHS Cheshire and Merseyside integrated care board instead of NHS England.

You can do this by:

• Telephone: 0800 132 996
• E-mail: enquiries@cheshireandmerseyside.nhs.uk
• Writing to us at:  Patient Experience Team, No 1 Lakeside, 920 Centre Park Square, Warrington, WA11QY.

If you want to make a complaint directly to the provider of the primary care service, you still can – that does not change on the 1 July 2023.

Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that NHS Cheshire and Merseyside is now handling their complaint with confirmation of their case handler.

Health Service Ombudsman. The contact details are:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Tel:   0345 0154033

Website: www.ombudsman.org.uk

You may also approach PALS for help or advice.

You can contact the team direct on tel; 0800 054 2137, or email them at WirralPals@wired.me.uk

PALS can provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS

complaint leaflet

patient complaint form