We feel it is important that patients know how to make themselves heard if they are unhappy with something.

Complaints

The aim of the Practice is to ensure that we give the best possible service to all patients at all times. However, if you wish to comment on, or have any concern about, the service you receive from the doctors or staff, you may discuss this informally with the Deputy Practice Manager.

If you consider you have grounds for making a complaint please contact the Deputy Practice Manager she will endeavour to deal with your problem either in person or on the telephone.

If your complaint cannot be resolved to your satisfaction in this way please in the first instance write to the practice or email cwp.ohsreception@nhs.net. and we will ensure your complaint is thoroughly investigated.  You should receive an acknowledgment within three working days and the matter will be investigated immediately. You will be advised of the outcome of the investigation.

This is in line with the NHS procedure for local resolution of complaints.  If you remain un-happy with the response from the practice further steps are available to you.

Cheshire and Wirral Partnership NHS Foundation Trust 

However, if a patient feels strongly that their concern should be dealt with formally, as a part of Cheshire and Wirral Partnership NHS Foundation Trust, our complaints are handled centrally and the process for recording a complaint is on CWP's website.

NHS Cheshire and Merseyside Integrated Care Board

To contact the ICB regarding a complaint go to the ICB website which provides clear guidance for patients on:

  • When it is appropriate to raise a concern or complaint with an individual provider in the first instance
  • How to contact the correct organisation responsible for their care
  • The role of the ICB in complaints handling
  • Alternative support routes, including advocacy and independent support services

Website: Complaints - NHS Cheshire and Merseyside

The Parliamentary and Health Service Ombudsman

Website: www.ombudsman.org.uk 

Telephone: Complaints Helpline 0345 015 4033 – open between 8.30am— 5:30pm, Monday to Friday

Email: phso.enquiries@ombudsman.org.uk

Fax: 0300 061 4000

CQC

You can also contact the Care Quality Commission (CQC) about your experience of our services, although they cannot investigate individual complaints. Information about CQC can be found at www.cqc.org.uk or you can call them on 0300 061 616

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). 

  • Telephone number: 0300 3112233
  • Email: england.contactus@nhs.net
  • Write to: NHS Commissioning Board, PO BOX 16738, Redditch, B97 9PT 
Merseyside and Cheshire Health Advocacy Service

You may also wish to contact your local Merseyside and Cheshire Health Advocacy Service. This service supports patients who wish to pursue a complaint about any NHS treatment or care. 

You can contact the Service by telephoning 080880 10389.