Suggestions And Complaints
Complaints Procedure
If you have any complaint or concern about the service that you have received from the doctors or staff at this practice, you are entitled to ask for an explanation.
We operate an in-house complaints procedure to deal with your complaints and concerns.
Your complaint should be addressed in writing to our Practice Manager, Mrs Alison Cheetham, who will ensure that it is investigated thoroughly and as quickly as possible. Complaints forms are available to assist you when making a complaint - please ask at reception.
On receipt of your complaint the following procedure will be followed:
- Your complaint will be acknowledged within 2 working days of receipt.
- You will be given the opportunity to discuss your complaint and the complaints procedure with the Practice Manager.
- Your complaint will be investigated fully by the appropriate person:
- Clinical Complaints: Dr J. P. Trace
- Administrative Complaints: Mrs A. Cheetham
- The investigator will report to the partnership and provide you with a written statement detailing the results of the investigation and any action taken within 10 working days.
- A record of your complaint and any action taken will be kept in the practice complaints register.
If you remain dissatisfied following this response you can ask the PCT to arrange a conciliation meeting to try and resolve your complaint and you can contact Mrs Sharon Sargent, Complaints Manager on telephone 01942 772765 to discuss the conciliation process.
Alternatively, you have the right to ask the Healthcare Commission to review your case. The Healthcare Commission is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide services. This request should be made within 2 months of the date of our response and should be sent to:
| Address | Healthcare Commission FREEPOST NAT 18958 Complaints Investigation Team Manchester M1 9TE |
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| Telephone | 0845 601 3012 |
| complaints@healthcarecomission.org.uk |
Comments and Suggestions
We are always looking for ways in which to improve the standard of our services and would appreciate your help by telling us of any ideas, comments or suggestions you may have that could lead to improvement in our care for you.
A suggestion box is provided in the waiting room.
Please complete your name and address on the suggestion slip as anonymous suggestions will not be accepted.
Your suggestions are analysed each month and action taken as necessary.
Compliments
It is also helpful to us to know when things went well or were particularly useful to patients, and we would welcome valuable feedback.
Please send any comments you may have to:
| Address | Mrs. A. Cheetham Practice Manager The Surgery Houghton Lane Shevington Wigan WN6 8ET |
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