3D Medical Centre
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the
complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this
depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Madha Taratiya
3D Medical Centre
200 Deane Road
Bolton
BL3 5DP
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You
may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to
resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the
investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can
learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so
that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent
initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter
further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Governance and Safety Bolton – NHS GM,
Lever Chambers
27 Ashburner Street
Bolton, BL1 1SQ
Email: gmicb-bol.pals@nhs.net
Call: 01204 462 022/ 01204 462 023
Healthwatch
26-28 Mawdsley Street
Bolton, BL1 1LF
Telephone: 01204 394 603
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Madha Taratiya
Bolton Medical Practice
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the
complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this
depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Leela Wall Practice Manager
21 Rupert Street
Bolton
Lancs
BL3 6PY
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You
may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to
resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the
investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can
learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so
that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent
initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter
further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Governance and Safety Bolton – NHS GM,
Lever Chambers
27 Ashburner Street
Bolton, BL1 1SQ
Email: gmicb-bol.pals@nhs.net
Call: 01204 462 022/ 01204 462 023
Healthwatch
26-28 Mawdsley Street
Bolton, BL1 1LF
Telephone: 01204 394 603
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Vicki Redford Practice Manager
Bolton General Practice
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the
complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this
depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Alexa Rezumes
Bolton General Practice
2-4 Moor Lane
Bolton
BL1 4TH
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You
may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to
resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the
investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can
learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so
that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent
initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter
further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Governance and Safety Bolton – NHS GM,
Lever Chambers
27 Ashburner Street
Bolton, BL1 1SQ
Email: gmicb-bol.pals@nhs.net
Call: 01204 462 022/ 01204 462 023
Healthwatch
26-28 Mawdsley Street
Bolton, BL1 1LF
Telephone: 01204 394 603
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Alexa Rezumes
Shanti Medical Centre
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the
complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this
depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Jo Hill Practice Manager
160 St Helens road
Bolton
Lancs
BL3 3PH
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You
may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to
resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the
investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can
learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so
that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent
initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter
further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Governance and Safety Bolton – NHS GM,
Lever Chambers
27 Ashburner Street
Bolton, BL1 1SQ
Email: gmicb-bol.pals@nhs.net
Call: 01204 462 022/ 01204 462 023
Healthwatch
26-28 Mawdsley Street
Bolton, BL1 1LF
Telephone: 01204 394 603
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Jo Hill – Practice Manager
Spring View Medical Centre
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the
complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this
depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Joanne Hill
Mytham Road
Litlle Lever
BL3 1HQ
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You
may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to
resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the
investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can
learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so
that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent
initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter
further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Governance and Safety
Bolton – NHS GM,
Lever Chambers
27 Ashburner Street
Bolton, BL1 1SQ
Email: gmicb-bol.pals@nhs.net
Call: 01204 462 022 / 01204 462 023
Healthwatch
26-28 Mawdsley Street
Bolton, BL1 1LF
Telephone: 01204 394 603
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Joanne Hill
Colne Road Surgery
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the
complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this
depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Helen Slater Practice Manager
Colne Road Surgery
36 Colne Road
Burnley
BB10 1LG
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You
may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to
resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the
investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can
learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so
that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent
initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter
further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
47 Mosley Street
Manchester
M2 3HQ
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
NHS England
NHS England,
PO Box 16738,
Redditch, B97 9PT
Tel: 0300 311 22 33
Email: england.contactus@nhs.net
Healthwatch UK
Leyland House
Lancashire Business Park
Centurion Way
Leyland
PR26 6TY
Telephone: 01524 239100
Email: info@healthwatchlancashire.co.uk
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The Practice Complaints Manager is:
Helen Slater
Harambee Surgery
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the
complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this
depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Paul Slater Practice Manager
Harambee Surgery
27 Skipton Road
Trawden
BB8 8QU
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You
may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to
resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the
investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can
learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so
that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent
initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter
further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
NHS Lancashire and South Cumbria ICB
NHS England,
Level 3
Christ Church Precinct
County Hall
Fishergate Hill
Preston
PR1 8XB
Tel: 0800 032 2424
Email: england.contactus@nhs.net
Healthwatch Lancashire
Higher Tentre
Temple Street
Burnley
Telephone: 01282 835732
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The Practice Complaints Manager is:
Paul Slater
Garden City Medical Centre
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the
complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this
depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Nicola Guffogg
Garden City Medical Centre
1A Garden City
Holcombe Brook Ramsbottom
BL0 9TN
01204 884710
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You
may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to
resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the
investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can
learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so
that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent
initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter
further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice in Bury
Email: gmicb-bu.burypatientservices@nhs.net
Call: 0161 271 3110 for complaints or 0161 253 5959 for PALS
Postal Address BURY – NHS GM, Townside Primary Care Centre, 1 Knowsley Place, Knowsley Street, Bury
BL9 0SN
Healthwatch Bury
Bridge House Yeargate
Industrial Estate, Heap Bridge, Heywood, Bury BL9 7HS
Tel No 0161 253 6300
Email: info@healthwatchbury.co.uk
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Nicola Guffogg
Carlisle Central Practice
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the
complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this
depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
James Day
The Practice Manager
Carlisle Central Practice
65 Warwick Road
Carlisle
CA1 1EB
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You
may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to
resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the
investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can
learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so
that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent
initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter
further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Complaining to the Care Quality Commission
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.
However, if you are dissatisfied with the result of our investigation, you should contact the Care Quality Commission on 03000 616 161.
Healthwatch Carlisle
4 – 8 Oxford Street
Workington
Cumbria CA14 2AH
Telephone: 0300 303 8567
Email: info@healthwatchcumbria.co.uk
The practice Complaints Manager is:
James Day
Under the NHS Complaints Regulations 2009 you can either choose the service provider, in this case Fusehill Medical Centre as our experience tells us that by dealing with them directly, concerns can often be sorted out quickly
and to your satisfaction.
However, you may want NHS England to deal with your complaint as we commission the service that has caused you to complain.
The choice about who you want to deal with your complaint remains your decision.
To complain to Local Integrated Care Board
Telephone: 0191 5128484
Email: necsu.pccomplaints@nhs.net
Address: Primary Care Complaints Team
North East and North Cumbria Integrated Care
Board
Pemberton House, Colima Avenue
Sunderland, SR5 3XB
Fusehill Medical Centre
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the
complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this
depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Danielle Dixon
The Practice Manager
Carlisle Central Practice
65 Warwick Road
Carlisle
CA1 1EB
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You
may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to
resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the
investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can
learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so
that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent
initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter
further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Complaining to the Care Quality Commission
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.
However, if you are dissatisfied with the result of our investigation, you should contact the Care Quality Commission on 03000 616 161.
Healthwatch Carlisle
4 – 8 Oxford Street
Workington
Cumbria CA14 2AH
Telephone: 0300 303 8567
Email: info@healthwatchcumbria.co.uk
The practice Complaints Manager is:
Danielle Dixon
Under the NHS Complaints Regulations 2009 you can either choose the service provider, in this case Fusehill Medical Centre as our experience tells us that by dealing with them directly, concerns can often be sorted out quickly
and to your satisfaction.
However, you may want NHS England to deal with your complaint as we commission the service that has caused you to complain.
The choice about who you want to deal with your complaint remains your decision.
To complain to Local Integrated Care Board
Telephone: 0191 5128484
Email: necsu.pccomplaints@nhs.net
Address: Primary Care Complaints Team
North East and North Cumbria Integrated Care
Board
Pemberton House, Colima Avenue
Sunderland, SR5 3XB
Eastfield Medical Centre
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the
complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this
depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Tammy Stewart Practice Manager
Eastfield Medical Centre
14 High Street
Scarborough
North Yorkshire
YO11 3LJ
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You
may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to
resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the
investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can
learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
47 Mosley Street
Manchester
M2 3HQ
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
NHS England
NHS England,
PO Box 16738,
Redditch, B97 9PT
Tel: 0300 311 22 33
Email: england.contactus@nhs.net
Healthwatch North Yorkshire
55 – 57 Grove Road,
Harrogate,
North Yorkshire,
HG1 5EP
Tel: 01423 788128
Email: hello@hwny.co.uk
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Tammy Stewart
Practice Manager
Hackness Road Surgery
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the
complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this
depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Collette O’Connor
Practice Manager
Hackness Road Surgery
19 Hackness Road
Newby
Scarborough
YO12 5SD
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You
may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to
resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the
investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can
learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
47 Mosley Street
Manchester
M2 3HQ
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
NHS England
NHS England,
PO Box 16738,
Redditch, B97 9PT
Tel: 0300 311 22 33
Email: england.contactus@nhs.net
Healthwatch North Yorkshire
55 – 57 Grove Road,
Harrogate,
North Yorkshire,
HG1 5EP
Tel: 01423 788128
Email: hello@hwny.co.uk
Website: www.healthwatchnorthyorkshire.co.uk
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Tammy Stewart
Montague Medical Practice
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Amanda Robinson, Practice Manager
Montague Medical Practice
Fifth Avene
Goole
DN14 6JD
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You
may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to
resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the
investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can
learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Humber & North Yorkshire ICB
Email: hnyicb.experience@nhs.net
Telephone: 01904 555999
Postal address:
The Experience Team
Humber and North Yorkshire Integrated Care Board
Health Place
Wrawby Road
Brigg
DN20 8GS
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Amanda Robinson
Upton Rocks Surgery
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
The Practice Manager
Upton Rocks Surgery
Widnes Rugby club Car Park
Moor Lane
Widnes
WA8 7AQ
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You
may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to
resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the
investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can
learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Telephone: 0800 132 996
Email: enquiries@cheshireandmerseyside.nhs.uk
Post -Patient Experience Team
NHS Cheshire and Merseyside,
No 1 Lakeside
920 Centre Park Square
Warrington
WA1 1QY
The practice Complaints Manager is:
Suzie Jeffs
Waters Edge Medical Centre
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
The Practice Manager
Waters Edge Medical Centre
10 – 12 Leadsmithy Street
Middlewhich
CW10 9BH
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You
may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to
resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the
investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can
learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
NHS Cheshire and Merseyside,
No 1 Lakeside
920 Centre Park Square
Warrington
WA1 1QY
Telephone: 0800 132 996
Email: enquiries@cheshireandmerseyside.nhs.uk
Post:
Patient Experience Team
The practice Complaints Manager is:
Suzie Jeffs
The Height General Practice
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Jez Sheppard
The Height General Practice, 355 Bolton Road,
Salford, M6 7NJ
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You
may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to
resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the
investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can
learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
NHS England
NHS England,
PO Box 16738,
Redditch, B97 9PT
Tel: 0300 311 22 33
Email: england.contactus@nhs.net
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Jez Sheppard
Orrell Park Medical Centre
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Angela Dunne
Practice Manager
Orrell Park Medical Centre
Trinity Church
Orrell Lane/Rice Lane
Liverpool
L9 8BU
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You
may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to
resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the
investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can
learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
PALS
Patient experience team
No1 lakeside
920 Central Park Square
Warrington, WA1 1QY
Tel: 0800 132 996
Email: enquiries@cheshireandmerseyside.nhs.uk
Healthwatch UK
Healthwatch Liverpool
151 Dale Street
Liverpool
L2 2AH
Telephone: 0300 77 77 007
Email: enquiries@healthwatchliverpool.co.uk
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Angela Dunne
Rawson Road Medical Centre
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Angela Dunne
Practice Manager
Rawson Road Medical Centre
136-138 Rawson Road
Seaforth
LIVERPOOL
L21 1HP
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
PALS
Patient experience team
No1 lakeside
920 Central Park Square
Warrington, WA1 1QY
Tel: 0800 132 996
Email: enquiries@cheshireandmerseyside.nhs.uk
Healthwatch UK
Healthwatch Liverpool
151 Dale Street
Liverpool
L2 2AH
Telephone: 0300 77 77 007
Email: enquiries@healthwatchliverpool.co.uk
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Angela Dunne
Atlas Medical Practice
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Georgina Marsh
Practice Manager
Atlas Medical Practice
Fingerpost Park Health Centre
Atlas Street
St Helens WA9 1LN
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
NHS Cheshire and Merseyside ICB
Email: enquiries@cheshireandmerseyside.nhs.uk
Telephone: 0800 132996
Postal address:
NHS Cheshire and Merseyside Integrated Care
Board
No. 1 Lakeside
920 Centre Park
Warrington
WA1 1QY
Healthwatch
Telephone: 0300 111 0007
Email; info@healthwatchsthelens.co.uk
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Georgina Marsh
The Bowery Medical Centre
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Faye Mines
The Bowery Medical Centre
Elephant Lane
St Helens
WA9 5PR
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
NHS Cheshire and Merseyside ICB
Email: enquiries@cheshireandmerseyside.nhs.uk
Telephone: 0800 132996
Postal address:
NHS Cheshire and Merseyside Integrated Care
Board
No. 1 Lakeside
920 Centre Park
Warrington
WA1 1QY
Healthwatch
Telephone: 0300 111 0007
Email; info@healthwatchsthelens.co.uk
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Georgina Marsh
Newton Community Medical Practice
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Chris Krelle
Newton Practice
1 belvedere Road
Newton le Willows
Merseyside
WA12 0JJ
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
ICB – Patient Experience Team
NHS Cheshire and Merseyside
No 1 Lakeside
920 Center Park Square
Warrington
WA1 1QY
Tel: 0800 132 996
Email: enquiries@cheshireandmerseyside.nhs.uk
NHS England
NHS England,
PO Box 16738,
Redditch, B97 9PT
Tel: 0300 311 22 33
Email: england.contactus@nhs.net
Healthwatch
Telephone: 0300 111 0007
Email; info@healthwatchsthelens.co.uk
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Chris Krelle
Ashton Medical Centre
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the
complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this
depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Briony Ward Practice Manager
Ashton Medical Centre
120 Wigan Road
Ashton-In-Makerfield
Wigan
WN4 9SU
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Complaints, Wigan – NHS GM, Wigan Life Centre,
College Avenue, Wigan, WN1 1NJ
Email: gmicb-wb.complaints@nhs.net
Call: 01942 482711
Healthwatch Wigan&Leigh
Wigan Life Centre (North Site)
The Wiend, Wigan, WN1 1NH
Telephone: 01942 489737
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Briony Ward PM
Windermere Medical Centre
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Kayleigh Mather
Windermere Medical Centre
Windermere Avenue
St Helens
Merseyside
WA11 7AG
STHCCG.sandfield@nhs.net
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Website address: NHS Cheshire and Merseyside ICB
Email: enquiries@cheshireandmerseyside.nhs.uk
Telephone: 0800 132996
Postal address:
NHS Cheshire and Merseyside Integrated Care
Board
No. 1 Lakeside
920 Centre Park
Warrington
WA1 1QY
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Kayleigh Mather
The Pike Practice
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Leela Wall
The Pike Practice
Mossley Health Centre
Market Place
Mossley
OL5 0HE
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Email: gmicb-tameside.customercare@nhs.net
Telephone: 0161 342 5500
Postal address: Complaints, Tameside- NHS HM,
Headquarters, Tameside One, Market Place, Ashton
under-Lyne, Tameside OL6 6BH
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Leela Wall
Astley General Practice
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Tanya Berry
Practice Manager
391a Manchester Road
Astley
Manchester M29 7BY
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Wigan – NHS GM
Wigan Life Centre,
College Avenue,
Wigan, WN1 1NJ
Tel: 01942 482711
Email: gmicb-wb.complaints@nhs.net
Healthwatch UK
Healthwatch Wigan and Leigh
Ashland House
Dobson Park Way Ince in Makerfield
Wigan, WN2 2DX
Telephone: 01942 834666
Email: info@healthwatchwiganandleigh.co.uk
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Tanya Berry
Beefold Medical Centre
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Tanya Berry
Practice Manager
Bee Fold Lane
Atherton
Manchester
M46 OBD
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Wigan – NHS GM
Wigan Life Centre,
College Avenue,
Wigan, WN1 1NJ
Tel: 01942 482711
Email: gmicb-wb.complaints@nhs.net
Healthwatch UK
Healthwatch Wigan and Leigh
Ashland House
Dobson Park Way Ince in Makerfield
Wigan, WN2 2DX
Telephone: 01942 834666
Email: info@healthwatchwiganandleigh.co.uk
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Tanya Berry
Braithwaite Road Surgery
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Kath Walker
BraithwaiteRd Surgery
36 Braithwaite Rd
Lowton
Wigan
WA3 2HY
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Wigan – NHS GM
Wigan Life Centre,
College Avenue,
Wigan, WN1 1NJ
Tel: 01942 482711
Email: gmicb-wb.complaints@nhs.net
Healthwatch UK
Sunshine House Community Centre,
Wellington St,
Wigan
WN1 3SA
Telephone: 01942 834666
Email: info@healthwatchwiganandleigh.co.uk
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Kath Walker
Bryn Street Surgery / Railway Surgery
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Kelly Sawle
Practice Manager
Bryn Street Surgery
Ashton Health Centre
Council Avenue
Ashton-In-Makerfield
Wigan
WN49AZ
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Wigan – NHS GM
Wigan Life Centre,
College Avenue,
Wigan, WN1 1NJ
Tel: 01942 482711
Email: gmicb-wb.complaints@nhs.net
Healthwatch UK
Sunshine House Community Centre,
Wellington St,
Wigan
WN1 3SA
Telephone: 01942 834666
Email: info@healthwatchwiganandleigh.co.uk
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Kelly Sawle
Claire House GP Surgery/Rivington Way
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Gaynor Whitelock
Claire House Surgery
Phoenix Way
Lower Ince
Wigan
WN3 4NW
Rivington Way Surgery
Rivington Avenue
Platt Bridge
Wigan
WN2 5NG
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Wigan – NHS GM
Wigan Life Centre,
College Avenue,
Wigan, WN1 1NJ
Tel: 01942 482711
Email: gmicb-wb.complaints@nhs.net
Healthwatch UK
Healthwatch Wigan and Leigh
Ashland House
Dobson Park Way Ince in Makerfield
Wigan
WN2 2DX
Telephone: 01942 834666
Email: info@healthwatchwiganandleigh.co.uk
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Gaynor Whitelock
Golborne Surgery
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Claire Latham
Practice Manager
Golborne Surgery
Kid Glove House
Kid Glove Road
Golborne
WA3 3GS
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Wigan – NHS GM
Wigan Life Centre,
College Avenue,
Wigan, WN1 1NJ
Tel: 01942 482711
Email: gmicb-wb.complaints@nhs.net
Healthwatch UK
Healthwatch Wigan and Leigh
Ashland House
Dobson Park Way Ince in Makerfield
Wigan
WN2 2DX
Telephone: 01942 834666
Email: info@healthwatchwiganandleigh.co.uk
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Claire Latham
Higher Folds Medical Centre/Leigh Family Practice
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Jamie Prescott
Practice Manager
Leigh Family Practice
Bridgewater Medical Centre
Henry Street
Leigh
WN7 2PE
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Citygate
51 Mosley Street
Manchester
M2 3HQ
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Wigan – NHS GM
Wigan Life Centre,
College Avenue,
Wigan, WN1 1NJ
Tel: 01942 482711
Email: gmicb-wb.complaints@nhs.net
Healthwatch UK
Healthwatch Wigan and Leigh
Ashland House
Dobson Park Way Ince in Makerfield
Wigan
WN2 2DX
Telephone: 01942 834666
Email: info@healthwatchwiganandleigh.co.uk
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Jamie Prescott
Higher Ince Surgery/Ince Surgery
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Mikinda Atherton
Ince Surgery
Claire House
Wigan
WN3 4NW
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Citygate
51 Mosley Street
Manchester
M2 3HQ
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Wigan – NHS GM
Wigan Life Centre,
College Avenue,
Wigan, WN1 1NJ
Tel: 01942 482711
Email: gmicb-wb.complaints@nhs.net
Healthwatch UK
Healthwatch Wigan and Leigh
Wigan Life Centre (North Site)
The Wiend, Wigan, WN1 1NH
Telephone: 01942 489737
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Mikinda Atherton
Lowton Surgery/Platt Bridge Medical Centre
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
A Heyes
Practice Manager
Lowton Surgery
Lowton
Warrington
WA3 2AQ
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Wigan – NHS GM
Wigan Life Centre,
College Avenue,
Wigan, WN1 1NJ
Tel: 01942 482711
Email: gmicb-wb.complaints@nhs.net
Healthwatch UK
Sunshine House Community Centre
Wellington St
Wigan
WN1 3SA
Telephone: 01942 489737
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
A Heyes
Marsh Green Medical Practice
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Jess Bird
Practice Manager
Marsh Green Medical Practice
Wigan
Greater Manchester
WN5 0QL
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Wigan – NHS GM
Wigan Life Centre,
College Avenue,
Wigan, WN1 1NJ
Tel: 01942 482711
Email: gmicb-wb.complaints@nhs.net
Healthwatch UK
Sunshine House Community Centre
Wellington St
Wigan
WN1 3SA
Telephone: 01942 489737
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Jess Bird
Poplar Street/Nelson Street Surgery
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third part, and this depends on the wording of the authority provided.
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or
within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Emma Penk
Practice Manager
Poplar Street Surgery
Poplar Street
Tyldesley
M29 8AX
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
You may also approach the following for help and advice:
Wigan – NHS GM
Wigan Life Centre,
College Avenue,
Wigan, WN1 1NJ
Tel: 01942 482711
Email: gmicb-wb.complaints@nhs.net
Healthwatch UK
Healthwatch Wigan and Leigh
Ashland House
Dobson Park Way Ince in Makerfield
Wigan
WN2 2DX
Telephone: 01945 834 666
Email: info@healthwatchwiganandleigh.co.uk
Care and Quality Commissions
CQC National Customer Service Centre
Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
The practice Complaints Manager is:
Emma Penk