As a surgery we always strive to ensure the best level of patient care, however we acknowledge thta we may not always get it right first time. Therefore we operate a complaints procedure as part of an NHS complaints system, which meets national criteria. We view complaints as an opportunity to reflect on patient care, where appropriate apologise and learn from incidents to improve patient care. 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 let us know. We take feedback seriously and aim to provide an excellent service to all of our patients.
How to provide Compliments
If you have received outstanding service from any of our staff we would like to hear. Please follow the link below:
How to make a complaint
We hope that we can sort most problems out easily and quickly. If this can not be achieved and you wish to make a formal complaint, please do so as soon as possible. This will enable us to establish what happened more easily. If this is not possible, your complaint should be submitted within 12 months of the incident, or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager. He/she 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
If you are not the patient, but are complaining on their behalf, you must have their permission to do so. We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request). Authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this.
What We Will Do
All complaints, written and verbal will be recorded, and written complaints will be acknowledged in writing within 10 working days of receipt.
Where complaints are received via social media or other unsuitable communication channels, patients will be reminded of the complaints process.
Taking It Further
If you remain dissatisfied with the outcome you may refer the matter to:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
You may also approach the local commisioning body - Integrated Care Board (ICB).
Write to: Level 3, Christ Church Precinct, County Hall, Fishergate Hill, Preston, PR1 8XB