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 Practice Manager.

If you consider you have grounds for making a complaint please contact the 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 and we will ensure your complaint is thoroughly investigated.  You should receive an acknowledgment within three 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.

Patient Advice and Liaison Service  - PALS

If you have concerns or wish to make a complaint about the quality of care you receive from the NHS, or any other issues or experiences when using the NHS, PALS can help.
People using the health service usually feel they can raise such concerns with a member of staff, such as a therapist, doctor, nurse or receptionist and the NHS expects that the person you approach will do their best to help you. But if you are not satisfied by their response or prefer to talk to someone not directly involved in your healthcare, PALS is there to help.

PALS will provide a service for service users which aims to improve your satisfaction and reduce any confusion or anxiety you may have.

PALS staff will act as quickly and creatively as possible to support patients, their carers and families to deal with concerns, before they become more serious.

An important part of PALS is to help people to talk through their concerns so that they can identify the nature of the problem and work out options to resolve it. Concerns may be resolved by listening, providing relevant information, or by liaising on your behalf with relevant colleagues.

PALS has a broad role in helping people as they use the NHS and provide confidential assistance in resolving problems and concerns quickly wherever possible.
In April 2009, a new complaints procedure was introduced covering both the NHS and social care organisations.

You can find out more about the procedure from the PALS website.

PALS and other complaints resolution staff should give you further information about making a complaint and will assist you in contacting the Independent Complaints Advocacy Service, ICAS, if you would like help from outside the NHS in making your complaint.

To find about more about ICAS, go to the Carers Federation website or write to:

PALS Office 
Western Cheshire PCT
1829 Building
Countess of Chester Health Park
Liverpool Road
Chester, CH2 1DU.

Tel 01244 650368