Comments, compliments and complaints Policy

Please do let us know if you have any comments, suggestions or complaints about the service you have received.

We operate a practice complaints procedure that meets national criteria and ensures your views are recorded and, where appropriate, acted upon.

If you would like to make a complaint, please speak to Michelle Melanie our Practice Manager by contacting the practice.

All other comments, views or suggestions are always welcome and help us to continue providing a high-quality service to all our patients. Please contact any member of staff with any comments you have to make.

NHS Lancashire and South Cumbria Integrated Care Board (ICB)

If you feel you can’t do this, or would prefer not to, then please contact the NHS Lancashire and South Cumbria Integrated Care Board (ICB) customer care team, who can also provide you with a copy of our complaints procedure, if required.

Service provider complaints

For complaints about independent contractor services, such as GPs, dentists, pharmacies and opticians, please see the NHS England website.

Health Service Ombudsman

If you are unhappy with the way we have handled your complaint, we will undertake further investigation to resolve it to your satisfaction. However, if you are still not happy, you can report it to the health service ombudsman.

The parliamentary and health service ombudsman may investigate complaints on your behalf, but only if your complaint has already been investigated at a local resolution and independent review level. There is no charge for this service and the ombudsman is completely independent of the NHS.

Visit the The parliamentary and health service ombudsman website

Independent advice

If you require independent advice about the complaints process, there is a service called Advocacy Access for all advocacy-related issues/enquiries, aimed at both members of the public and professionals.

Visit the NHS Lancashire and South Cumbria Integrated Care Board (ICB) for more details

Confidentiality

You don’t ever need to worry about the service you receive in future being adversely affected because you have made a complaint. We take all comments seriously and only ever use the information to review our services and make improvements, where needed.