The Official Webpage for Kellsall Medical Centre

Complaints

We value your comments on how things are running and hope that you will tell us what you like about the practice and also about any complaint you may have.

If you have any comments or concerns about our services please talk to the Practice Manager or Administration Manager. We will do everything we can to put things right.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint.

Complaints should be made as soon as possible after an event and they will normally be made:

  • Within 12 months of the date of the incident that caused the problem, or
  • Within 12 months of the date of discovering the problem, provided that it is still possible for us to investigate matters effectively & fairly.

Our aim is to deal with any complaint that has arisen as quickly as possible. Your complaint will be thoroughly investigated: we seek to meet with you to come to a mutual understanding of what has gone wrong and to take any action that may be needed to put things right. We will keep you informed about how we are progressing and write to you on completion.

Complaints should be addressed to the Practice Manager or any of the doctors.

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or meeting with the people involved. When we look into your complaint, we shall aim to:

  • Find out what happened and what went wrong:
  • Make it possible for you to discuss the problem with those concerned, if you would like this;
  • Make sure you receive an apology, where this is appropriate;
  • Identify what we can do to make sure the problem doesn’t happen again.

We value your comments on how things are running and hope that you will tell us what you like about the practice and also any complaint you may have.

Complaints are treated confidentially. However, it will be necessary for doctors and staff to discuss confidential information. They will only do this as far as necessary to investigate the complaint. We have a duty to protect the confidentiality of our patients: if a complaint is made by someone else on a patient’s behalf, we will require the patient’s own written consent. (not patients under 16 years of age, although we would want to know that they wish the complaint to be made if old enough to understand.) We would ask you to make comments or complaints as soon as possible after the event, so that it is possible to investigate. Normally, this will be within a few days of the event happening.

If you feel you cannot raise your complaint with us, you should contact NHS Cheshire and Merseyside.

Note: changes on 1 July 2023

  • From 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner is changing. Rather than contacting NHS England, complaints will be made to directly to NHS Cheshire and Merseyside.
  • Members of the public will still be able to make a complaint to the provider. This is NOT changing.
  • Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that NHS Cheshire and Merseyside will take responsibility for the handling of their complaint.
  • Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint will be retained by NHS England.

Find out more about how to feedback or make a complaint about an NHS service

There are many organisations that will help signpost people to information about how to provide feedback or make a complaint about healthcare services. These are some of the main ones.

What if the issue isn’t resolved to my satisfaction?

If you are not content with the outcome of your complaint, and after all attempts at a local resolution have been exhausted, you can ask the Healthcare Ombudsman to review your case. You should do this within 12 months of the date of your letter telling you about the outcome of your complaint. The contact details are:

Helpline 0345 015 4033 (8:30am to 17:30pm Mon to Fri)

Email phso.enquiries@ombudsman.org.uk

If you need any help or advice to make your complaint to the Ombudsman, you can contact your local ICAS which provides independent advocacy for people who have a complaint about the NHS.

ICAS (Independent Complaints Advocacy Service)
Telephone: 0300 456 8350

Email: liverpoolicas@carersfederation.co.uk