Complaints and feedback

COMPLAINTS AND COMMENTS

Kelsall Medical Centre aims to provide a high standard of care at all times. We work hard to ensure patients receive excellent care and their needs are met. Unfortunately, there may be times when a patient does not feel this is being achieved. If you wish to raise a concern or a complaint please ask to speak to our Practice Manager/Admin Manager or Reception Manager. It may be possible to arrange a telephone call or meeting to discuss your complaint at this time as this is often useful in resolving a complaint and achieving the best outcome for the patient.

If you are still unhappy, please put your complaint in writing to the surgery either by letter, email cmicb-cheshire.kelsallmedicalcentre@nhs.net or by using the form on the website. We will then endeavor to ensure that it is dealt with thoroughly and as speedily as possible.

Your complaint should be acknowledged within 3 working days* and you should receive a response within 10-15 working days. Unfortunately there may be instances where this is not adhered to due to staff absence, if you do not receive an acknowledgement, please contact the surgery as soon as possible.

You may also be offered the opportunity to meet with the Lead GP for complaints

COMPLAINING ON BEHALF OF SOMEONE ELSE We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. If you need help to make you complaint you can also contact the Independent Complaints Advocacy Service (ICAS) who will provide you with free support and advice. Please contact ICAS on Tel: 0300 323 0006 Email: info@icascheshire.org.uk Website:www.healthwatchcwac.org.uk

You can also contact the Complaints Manager at NHS England. Write to: NHS England, PO Box 16738, Redditch, B97 9PT. Telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm,) Email: england.contactus@nhs.net for the attention of the complaints manager in the subject line.

Or Cheshire and Merseyside ICB by following this link:-https://www.cheshireandmerseyside.nhs.uk/contact/complaints/

Following the Practice response to your formal complaint, if you remain unhappy, you can consider taking your complaint to the Ombudsman. You can do this after all attempts for a local resolution have been exhausted. You should do this within 12 months of the date of the letter telling you about the outcome of the complaint. You have the right to ask the Ombudsman to review your case.

The Ombudsman promotes improvements in healthcare by assessing the performance of NHS organisations. The Ombudsman’s contact details are:

The Health Service Ombudsman Millbank Tower, 21 Millbank, London, SW1P 4QP

Tel: 0345 015 4033

e-mail: phso.enquiries@ombudsman.org.uk www.ombudsman.org.uk/making-complaint

You can also report any concerns about care to the Care Quality Commission who regularly inspect health care provider services

LET THE PRACTICE KNOW YOUR VIEWS

Kelsall Medical Centre is always looking for ways to improve the services we offer to our patients. To do this effectively, the Practice need to know what you think about the service you receive. Please tell us what we do best, and if and when we do not meet your expectations, plus any ideas and suggestions you may have. Only by listening can we continue to build and improve our services.