We aim to provide patients with the best care we can, but we will sometimes fall short of the mark. If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please do not be afraid to let us know. We operate a practice complaint procedure as part of the NHS complaints system, which meets national criteria. You will not be treated any differently because you have complained, we will just do our best to put right anything that has gone wrong.
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 using the form that can be downloaded at the bottom of this page. 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 the practice manager (you can use the attached form) who 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 log and acknowledge your complaint within 3 working days. We will discuss with you how you would like your complaint to be taken forward, the outcome you are seeking and we will agree a reasonable timescale for us to prepare a response to your complaint. We will conduct a full investigation into your concerns with those concerned, make sure you receive an apology if this is appropriate, and take steps to ensure we address the issue of concern.
You will receive a final letter setting out the outcome of any practice investigations.
TAKING IT FURTHER
If you remain dissatisfied with the outcome you may refer the matter to either of the following:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel 0345 0154033
http://www.ombudsman.org.uk/
Please click on the link below for a copy of the practice complaints form. If you would like to email the completed form back to the surgery please email hccg.brookvalemc@nhs.net
Complaint Form
After 1 July 2023, members of the public wishing to make a complaint to the commissioner of a primary care service can contact NHS Cheshire and Merseyside 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.