How to Make a Complaint

We operate a Practice complaints procedure as part of an NHS system for dealing with complaints. In the first instance you should ask to speak to the Practice Manager. If your problem cannot be sorted out in this way you can make a written complaint addressed to Hayley Pashley, Practice Manager, or any of the Doctors. A complaints procedure leaflet is available at Reception on request. We hope that, if you have a problem, you will use our Practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, if you feel you cannot raise your complaint with us you can choose to complain to NHS England (who have replaced the former Primary Care Trust) by telephone on: 0300 311 2233 or write to:

NHS England

PO Box 16

Redditch

B97 9PT

This does not affect your right to approach the Health Service Ombudsman if you feel that you cannot raise your complaint with us or if you are dissatisfied with the result of our investigation. You should contact the Health Service Ombudsman on: 0345 015 4033 or write to them at:

The Health Service Ombudsman for England

11th Floor
Millbank Tower
Millbank
LONDON
SW1P 4QP

or you can visit their website at Phso.enquiries@ombudsman.org.uk

If you need advice about a complaint contact:

Customer Solution Centre
1829 Building
Countess of Chester Health Park
Liverpool Road
CHESTER
CH2 1HJ
TELEPHONE: 01244 650368

Noticeboard

Appointments

Making an Appointment

From April 2012 we are introducing clinician call back to deal with new problems on the day. We are making this change to give more capacity.

When you book an appointment the receptionist will ask you if it is a new problem or a follow-up.
If it is a new problem the receptionist will aslo ask for a brief description of the problem. This allows the clinicians to prioritise calls and ensures that patients are seen by the right person.
New problems will be booked a telephone appointment with a doctor or our nurse clinician.
The clinician will phone you back at the approximate time given by the receptionist.
Your problem will either be dealt with on the telephone or you will be given an appointment to come to the surgery.

If you have been advised that your appointment is with the Duty Doctor, you may have to wait if the Doctor is called out on an emergency.

Follow-Up Appointments

Where a more in-depth consultation is required, a follow-up appointment will be recommended.

Follow-up appointments can be booked up to 4 weeks in advance. Please telephone after 10.30am and tell the receptionist you wish to book a follow-up appointment. Please state this when you phone to book.

Home Visits
If you are too ill to get to the surgery, please telephone before 10.00 am to request a visit at home. The receptionist may ask for details of your illness to help the doctors to plan their visits

Further Information

Patient Participation Group

Survey Report