Introduction
We operate a Practice Complaints Procedure as part of the NHS system for dealing with complaints.
Our Complaints System 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 most a few weeks) because this will enable us to establish what happened more easily.
Generally, it is nor possible to investigate a complaint unless it is made 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.
To make a complaint please complete a Patient Complaint Form (available from reception).
Complaints should be addressed to our Complaints Officer who is our Practice Manager.
Alternatively, you may ask for an appointment with our Manager order to discuss your concerns. The complaints procedure will be explained to your concerns will be dealt with promptly.
It will be a great help if you are as specific as possible about your complaint.
What we will do
Under normal circumstances, we shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us.
We shall then be in a position to offer you an explanation, or a meeting with the people involved.
When we look into your complain 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 to do this.
- Make sure you receive an apology, where it 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.
The person on behalf of whom the complaint is being made will need to sign the declaration at the bottom of our complaint form.
Complaining to the NHS
We hope that, if you have a problem, you will use our Practice Complaints Procedure.
We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our Practice.
But this does not affect your right to approach the NHS Merseyside Area Team, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.
You should contact the PCT complaints manager by writing to:
Patient Relations Manager – Knowsley Primary Care Trust
Nutgrove Villa,
Westmorland Road,
Huyton,
Liverpool,
Merseyside,
L36 6GA