If you have a complaint or concern about the service you have received from the doctors or any member of staff working in this practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints, and which meets national criteria.
How to complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally within a matter of days or at the most a few weeks, as this will enable us to establish what happened more easily. However, if this is not possible, please let us have details of your complaint: -
- Within 6 months of the incident that caused the problem or
- Within 6 months of discovering that you have a problem, providing this is within 12 months of the incident
Complaints should be addressed to Ms Lisa Roberts, Practice Manager or any of the Doctors personally. Alternatively, you may ask for an appointment in order to discuss your concerns, where the complaints procedure will be explained to you and ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
We will acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date it was raised. We will then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to: -
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned, if you would like this
- Make sure you receive an apology, where this is appropriate
- Identify what we can do to make sure the problem doesn’t happen again
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A signed consent form will be needed, unless the patient is incapable (because of illness) of providing this. Please ask a member of staff for a form.
We hope that, if you do have a problem, you will use our practice complaint procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.
You can also contact your local Patient Advice and Liaison Service, details below:-
There is a new freephone telephone number for the PALS service 0800 218 2333; this number covers the whole of Sefton.
If you live in South Sefton you can contact PALS on the freephone number above or visit the PALS office at Merton House, Stanley Road, Bootle, L20 3DL (please ring the office first to make sure someone is available).
If you live in North Sefton you can contact PALS direct on the freephone number above or visit the PALS office at 5 Curzon Road, Southport, PR8 6PL (please ring the office first to make sure someone is available).
Independent Complaints Advocacy Service North West
Tel : 0845 1203735
To view our complaints policy please click here.