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Complaints

Most NHS care and treatment goes well, but sometimes things can go wrong. If you are unhappy with your care or the services you have received, it is important to let us know so that we can improve. 

We find that, with good communication from all parties, most problems can be sorted out easily and quickly, often at the time that they arise. This might be with your clinician or at reception. 

However, if your problem can not be resolved in this way, and you wish to make a formal complaint, please let us know as soon as you can, ideally within a matter of days or at most a few weeks. This will enable us to more easily establish what has happened. It will be a great help if you are as specific as possible about your complaint. 

It may not be possible to investigate your complaint if you do not contact us within 12 months of the incident that caused the problem, or within 12 months of discovering that you have a problem.

How to complain

• Online, using our complaints form.
• In writing.  Complaints should be addressed to the Practice Manager.  Alternatively, you may ask for an appointment to see the practice manager in order to discuss your concerns.

What we will do

We will acknowledge your complaint within three working days.  We will endeavour to offer you an explanation, or a meeting with the people involved within twenty working days.

When we look into your complaint we will 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 does not happen again

Complaining on behalf of someone else

Please note that we are bound by medical confidentiality. If you are complaining on behalf of someone else, our response is likely to be limited unless: 

• They have given their written consent 

or

• You are legally charged with looking after their affairs

or

• In the case of children, you are their parent or legal guardian.

Getting help to complain

If you would like, you can seek advice and advocacy in making your complaint from NHS England or Healthwatch Liverpool: 

NHS England Phone: 0300 311 2233. 

Email: england.contactus@nhs.net 

Address: NHS England, PO Box 16738, Redditch. B97 9PT 

Healthwatch Liverpool http://www.healthwatchliverpool.co.uk/Complaints 

0300 77 77 007

If you are not satisfied

If you are not satisfied with our response to your complaint please let us know.  However, if you would prefer, or are not satisfied with the final outcome of our investigation, then you can approach the Health Service Ombudsman.  The Ombudsman will usually investigate a complaint only after it has already been addressed locally.

Health Service Ombudsman contact details:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP or telephone on 0345 015 4033 (8.30 a.m. – 5.30 p.m.)

For more information, please see the Ombudsman’s website.