Practice Policies Section

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 the Practice Manager. 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.

Please Click Here to view our Complaints Procedure.

Please Click Here to download our Complaints Form.

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

Tel: 0151 514 6655
Email: [email protected]

1829 Building, Countess of Chester Health
Liverpool Road

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

Tel: 0300 311 2233
Email: [email protected]

NHS England,
PO Box 16738
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

Tel: 0345 0154033

Zero Tolerance Policy

Please Click Here to view the surgeries Zero Tolerance policy.

The doctors and staff at Readesmoor Medical Centre will treat you with courtesy and respect at all times; we ask you to reciprocate. The practice subscribes to the NHS policy on zero tolerance. Patients who display violent, abusive or threatening behaviour towards the doctors or staff will be removed from the practice list.

Access to Health Records

The General Data Protection Regulations (May 2018) allows you to find out what information is held about you on the computer and in certain manual records. This is known as the ‘Right of Subject Access’ and applies to your health records.

Please click here for the Access Request policies.

Please click here for the Request for Access to Medical Records form.

If you wish to see the information that is kept about you please put your request in writing to the practice manager. An appointment will be made with you and an administration charge made. You are entitled to receive copies of any information held but you should note that an additional charge would be made for this.

Comments and Suggestions

Friends and Family Survey

News Posted on December 18, 2014

In order to help us to improve care for patients, we now have a Family and Friends Form to be completed by patients after they have been seen either their Doctor or Practice Nurse.

A link to the form can be found below:

Family and Friends survey

You can review patient feedback by going to:

Survey Results

At Readesmoor Medical practice we aim to provide a high-quality health care service which is delivered in a friendly and efficient manner. Please tell us if you have any constructive comments or suggestions that may help us to improve the services we provide.

It is also of great benefit to the morale of our staff to receive compliments and thanks. If you are particularly pleased with a service you have received please let us know.

Please note: A form is available for anonymous completion at our reception desk.

Everyone who works for the NHS or anyone receiving information from us has a legal duty to keep patient-related information strictly confidential. You may be receiving care from other agencies as well as the NHS, such as the Social Services.

To give you the best care we may need to share some information about you. We will only pass on information about you if others involved in your care have a genuine need for it. In such cases, only relevant information will be given.

We will not disclose any information to third parties without your express permission, unless there are exceptional circumstances, such as when the health and safety of others are at risk.

We are required by law to report certain information to the appropriate authorities. Occasions, when we are obliged to pass on information, include:

  • Notification of new births
  • Infectious diseases which may endanger the safety of others such as meningitis or measles (but not HIV/Aids)
  • If a formal court order has been issued

The law strictly controls the sharing of some types of very sensitive personal information by means of:

  • Data Protection Act 1998
  • Human Rights Act 1998
  • Computer Misuse Act 1990
  • Caldicott Guidelines for the NHS

Practice Charter

What you can expect from us

  • Courtesy, respect, privacy and confidentiality.
  • Quality of medical care, health checks promoting healthy lifestyles and offering preventative advice.
  • Explanation and information about your illness, treatment and our services.
  • Referral to a specialist for a second opinion when appropriate.
  • Surgery appointments to be available on the day.
  • We shall do our best to see you on time.
  • Prompt investigation of any complaints about the service. We shall answer complaints following the NHS complaints procedure.
  • Access to your medical records subject to the legal requirements.

What we ask of you

  • Treat us with the same courtesy and respect as you expect from us.
  • The practice will not tolerate any abusive behaviour, either verbal or physical and action will be taken.
  • Only request a home visit if you are too ill to come to the surgery. Try to phone in the request before 11.00 am if possible.
  • Allow 48 hours before collecting repeat prescriptions.
  • If you cannot keep an appointment, please let the surgery know in good time. We may be able to offer it to someone else whose need is urgent.
  • Tell us if you change your name, address or telephone number.
  • Please be patient if we are very busy or running late.