How to make a complaint
We are committed to ensuring that our patients can access high quality care that is safe, effective and focused on patient experience. We expect our patients to be treated with respect, dignity and compassion.
However, we recognise that occasionally things may go wrong or that you might be unhappy with the care that you have received.
You have the right to make a complaint about any aspect of NHS care, treatment or service, with the assurance that your care and choices as a patient will not be compromised by raising a complaint.
We hope that most issues can be resolved quickly by speaking directly to the practice however, there may be times when you wish to raise a complaint and have it formally investigated under the NHS complaints procedure.
You have two options; you can raise a complaint directly with your practice or to your local integrated care board (ICB).
Raising an issue or complaint with your practice directly.
We want to provide you with the best possible primary health care, and we know there is always room for improvement. Please take the time to tell us when we get things right and when you think we could do better.
Often, our staff can deal with any concerns face-to-face, but if you wish to make a formal complaint, please put it in writing, either by;
- filling in one of the forms available from reception or,
- by writing direct to the organisation manager.
If you have a suggestion on how the practice can better meet your needs, please tell us.
Raising a formal complaint, to your local integrated care board (ICB).
From the 1st July 2023, NHS England transferred the primary care complaints handling function to local integrated care boards (ICBs) resulting in complaints to the commissioner are made directly to the local ICB rather than NHS England.
Please refer to You and Your GP Charter – NHS Cheshire and Merseyside for details on how to raise a complaint with NHS Cheshire and Merseyside ICB Patient Advice and Complaints Team.
More information about the ICB complaints process can be found here: https://www.cheshireandmerseyside.nhs.uk/contact/complaints/
Please read our organisation complaints policy for more information.
Other resources
NHS England » NHS England complaints policy
https://www.cheshireandmerseyside.nhs.uk/media/0kafppod/cm-icb-complaints-policy-final-2023.pdf
Dealing with complaints made against you in primary care – BMA
GP mythbuster 103: Complaints management – Care Quality Commission
Optional to add but not necessary at this stage as this is something that should be include in a complaint response letter.
If you are not happy with the response to your complaint, you have the right to bring your complaint to The Parliamentary and Health Service Ombudsman.
The Parliamentary and Health Service Ombudsman makes final decisions on unresolved complaints about the NHS in England. This organisation is independent of the NHS.
For more information, call their helpline on 0345 015 4033 or visit their website: Complain to us: getting started | Parliamentary and Health Service Ombudsman (PHSO)
Important
Please be reminded that, whilst patients have a choice to complain to a practice or to the ICB, if the patient has decided to complain to the practice, then they must contact the practice under local resolution if they remain unhappy with the initial response; If they remain unhappy following a further response, then the final step is to contact the Parliamentary Health Services Ombudsman.
The organisation complaint response letters should reflect the above information. Patients should not be advised to contact the ICB if they are unhappy with a complaint response from a practice.
The ICB complaints team cannot process complaints that the patient has already contacted a GP Practice about. The ICB Primary Care complaints team can investigate a complaint about primary care services where the patient has not raised the complaint elsewhere first.