We aim to provide patients with the best care that we can but sometimes, we may fall short of your expectations.  If you have a complaint or concern about the service you have received from the practice, please let us know.  We operate a complaints procedure that fully conforms with the NHS complaints arrangements.

 

How To Complain

We would encourage you to lodge any suggestion or complaint directly with the practice, as this allows us to attend to it more efficiently.  There are several ways that you can do this:

  • Make an appointment to discuss the matter with the Assistant Practice Manager, Mrs Jane Mills; or
  • Ask for our suggestions and complaints form at reception and place it in our suggestion box which you will find in the waiting area; or
  • Write a letter to the practice.

If you wish to make a complaint, we would be grateful if you could let us know as soon as possible, ideally within a matter of days, because this will enable us to establish what happened more easily.  If this is not possible please provide us with your complaint within:

  • 12 months from the date on which the event which is the subject of the complaint occurred; or  
  • 12 months from the date on which the event which is the subject of the complaint comes to the complainant's notice.

Alternatively, you may complain directly to NHS England:

 

What We Will Do 

We will acknowledge your complaint within 5 working days and we will inform you of the timescales for investigating and concluding your complaint, which can take up to 25 working days or more depending on the complexity of the complaint.  All suggestions or complaints will be treated in confidence. 

We will look into your complaint to: 

  • Find out what happened and what went wrong;
  • Invite you to discuss the problem with those involved, if you would like this;
  • Apologise, where this is appropriate;
  • Identify what we can do to try to prevent the problem from happening again.

 

Complaining On Behalf Of Someone Else

Medical records are protected by the Data Protection Act 2018 (General Data Protection Regulation).  If you are complaining on behalf of another adult, we need to know that you have their permission to do so.  We require a written note to this effect signed by the patient concerned, unless they are incapable of providing this due to illness or disability.

 

If You Are Not Satisfied

If you are not satisfied with the way we have dealt with your complaint, you can contact the Health Service Ombudsman:

  • Address: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
  • Telephone: 0845 015 4033
  • Fax: 0300 061 4000
  • Email: phso.enquiries@ombudsman.org.uk

 

Getting Help

Healthwatch Sefton can help you make a complaint by providing a free, confidential and independent service, designed to help you understand your rights and make informed choices.  They can help you to:

  • Explore the options available at every stage of the complaints procedure;
  • Provide confidential support from someone who is independent of the NHS;
  • Write effective letters to the right people;
  • Prepare for meetings and maybe even go with you;
  • Contact and speak to third parties if required.

If you do not need the support of their fully trained advocates but want some advice on the best way to make a complaint, they can send you a pack which will support you to make a complaint.  Their contact details are as follows:

  • Telephone: 0800 206 1304
  • Email: info@healthwatchsefton.co.uk