Compliments & complaints

We make every effort to give the best service possible to everyone who attends our practice and we welcome your feedback and the opportunity for reflective learning. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If you wish to make a complaint please refer to our complaints procedure below.

You may submit any other comments about the website, your experiences as a patient or the services we provide via our feedback form at the foot of this page. Please note: This form should only be used to provide your feedback on the website, your experiences as a patient or the services we provide - this is not an appropriate format to e-mail medical or clinical matters to the practice. Please do not use it to ask questions or request prescriptions as we are unable to respond or deal with these requests via the form – please use our Online Services instead.

Making a formal complaint

The NHS Choices website explains the NHS complaints process here. Under the NHS Constitution if you are unhappy with an NHS service and decide to make a complaint, you have the right to have that complaint acknowledged by the organisation receiving the complaint within three working days (this does not include weekends and bank holidays). You also have the right for that complaint to be investigated properly. You may make a complaint in person, by telephone, by e-mail or in writing. It is important to make your complaint as soon as possible. Usually the NHS only investigates complaints that are either:

These time limits may be set aside if there are good reasons why you could not complain sooner and providing it is still possible to investigate the complaint effectively and efficiently.

If you are unable to make a complaint yourself, then someone can act on your behalf with your written consent. We can accept complaints from:

NHS England

If you feel too uncomfortable complaining directly to the practice, then the next step is to address your complaint to NHS England, which commissions us as a GP practice.

Obtaining advice before complaining

Merseyside and Cheshire Healthwatch Advocacy provides free, confidential and independent support for people who want to make a complaint. It can be contacted as follows:

If you are unhappy with the outcome of your complaint

Alternatively, you can refer your complaint to the Parliamentary and Health Service Ombudsman. The helpline number for the Ombudsman is 0845 015 4033. There is no charge for the Ombudsman's service. A separate leaflet, which is available on request from the Ombudsman's office, explains what the Ombudsman can investigate, what cannot be investigated and how to put your complaint to the Ombudsman.

The Health Service Ombudsman's contact details are:

Feedback form

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