Feedback, Compliments and Complaints

  

Surgery Feedback

Your feedback helps us understand what is working well and less well for our patients, their families, and carers. We use this feedback to review the way we do things and to change them if necessary. Compliments are also shared with the staff involved and used as examples of good practice for the wider team.

To tell us about your experience, please complete the Friends and Family Test (FFT). You can do this anonymously if you wish. If you would like a response, please include your name and an email address or phone number. We will then review your feedback and get back to you. Please be assured that any information you provide will be dealt with in the strictest of confidence. Alternatively, if you would prefer, please call or visit the surgery to discuss your feedback.

There's a different way to make a formal complaint. Please see section below.

Join our Patient Participation Group

Our Patient Participation Group allows patients to get involved in what we do in the surgery.

Make a complaint to the ICB

NHS Cheshire and Merseyside commissions most primary and secondary care services such as the care you receive at GP practices, dentists, opticians, pharmacies, walk-in centres, hospitals, and community services like district nursing. You can choose to make a complaint to the provider of one of these services, or to NHS Cheshire and Merseyside as the commissioner of the service. They will review your complaint and consider whether the ICB or the provider of the NHS service you are complaining about is best placed to investigate your concerns.

NHS England is also the commissioner of some specialised services. You can find more information about raising a complaint with NHS England here.

In the event of a complaint about organisations in both primary and secondary care (for example, if you have a complaint about both your GP and hospital care) you are able to raise your complaint with NHS Cheshire and Merseyside and we will co-operate with any other organisations involved, to provide you with a co-ordinated response.

Follow the link to submit a complaint to NHS Cheshire and Merseyside Integrated Care Board (ICB) : Complaints - NHS Cheshire and Merseyside.

Formal Complaints

We take all feedback very seriously. If you do have an issue or concern about the care or the experience you have had that we have not been able to resolve through other means, you may wish to make a formal complaint. This will then start a formal investigation process by our surgery.

If you require assistance in raising a complaint, Healthwatch Cheshire West can provide free, confidential, and independent support to help you to make a complaint about an NHS service.

You can contact the team via:

• Telephone: 0300 323 0006
• Website: https://healthwatchcwac.org.uk/