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Complaints Procedure

We always try to provide the best service possible but there may be times when you feel that this has not happened.

The following information explains our complaints procedure. We will use it to look into and if necessary correct any problems that you may have identified or mistakes that may have been made.

If you use this procedure it will not affect your right to complain to NHS England should you wish to do so. Please note that we have to respect our duty of confidentiality to patients and therefore patients’ consent will be necessary if the patient themselves do not make a complaint.

How to Complain

If you wish to make a complaint please contact our Practice Manager, Ailsa Rowlands. Full details will be taken and a decision made on how best to undertake the investigation.

We believe it is important to deal with complaints swiftly so you will usually be offered an initial response within 3 working days to acknowledge your complaint and a full explanation of reasons why and how the complaint may have come about within the following 28 days.

Patient Services

As a patient, relative, carer or any other member of the public, you may have questions about the services we provide and may need someone to turn to for on-the-spot help and advice. This is where Patient Services can help.

Patient Services listen to your concerns and suggestions and will treat all information confidentially.

For all patient complaints and enquiries about any other local health service please contact:

Patient Services, Cheshire and Merseyside Commissioning Support Unit Phone: 0151 514 6655 Email: nwcsu.info@nhs.net Address:

1829 Building, Countess of Chester Health,

Liverpool Road,
Chester,
Cheshire

CH2 1HJ

If you have a complaint about a hospital, mental health or community service, please contact them directly.

For all complaints and enquiries about local GPs, Dentists, Pharmacists and Opticians please contact:

NHS England

Phone: 0300 311 2233 Email: england.contactus@nhs.net Post: NHS England, PO Box 16738, Redditch B97 9PT

Health Service Ombudsman

If you remain dissatisfied you can refer your complaint to the Health Service Ombudsman. This is an independent body set up to promote improvements in healthcare. If you wish to refer your complaint to the Health Service Ombudsman you must do so within 12 months of the event. You can do this in the following ways:

Write to:

The Health Ombudsman
Millbank Tower
London

SW1P 4QP

Telephone: 0345 0154033