Making a Complaint

Making a Complaint

Complaints

Please click here for a copy of our Practice Complaints Leaflet

If you wish to raise a concern or a complaint please email the Patient Service Manager at susan.dodds2@nhs.net in the first instance or NHS England Contact Centre on 0300 311 2233.

We look to settle complaints as soon as possible.

We will acknowledge receipt within 3 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If we expect the period of investigation to take some time we will explain the reason for this and tell you when we expect to complete it. We will also keep you informed as the investigation progresses.

Please note you can not make a complaint to the practice and directly to NHS England regarding the same matter.

It may be possible to arrange a conciliation / mediation meeting to discuss your complaint.  This can happen before and / or after an investigation has been undertaken.  Sometimes a meeting is useful in resolving a complaint. Please contact the Practice Manager to discuss your options.

 

How can I get help with making my complaint?

 

West Cheshire CCG Customer Solution Centre (formerly PALS)

1829 Building, Countess of Chester Health Park, Liverpool Road. Chester. CH2 1HJ
Telephone:        01244 650368
 
Healthwatch Advocacy
 
You may also wish to contact your local Healthwatch Complaints Advocacy service. Healthwatch supports patients and their carers who wish to pursue a complaint about any NHS treatment or care.
Telephone:       0808 802 3000
 

What if I am still unhappy?

 
If you are unhappy with the response to your formal complaint you can consider taking your complaint to the Ombudsman.   You can do this after all attempts for a local resolution have been exhausted.
 
You should do this within 12 months of the date of the letter telling you about the outcome of your complaint.  You have the right to ask the Ombudsman to review your case.  The Ombudsman promotes improvements in healthcare by assessing the performance of NHS organisations.  The Ombudsman’s contact details are :
 
Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel:    0345 0154033