Comments and Suggestions
We are always looking for ways in which to improve the standard of our services and would appreciate any ideas, comments or suggestions you may have. Please hand in your comments/suggestions at the Reception desk. Please put your name and address on your comment/suggestion as anonymous comments/suggestions will not be accepted.
We take complaints very seriously. If you would like to make a complaint regarding the surgery or the services we offer, please contact the Practice Manager by telephone or, if you prefer, in writing. Every effort will be made to answer your concerns as soon as possible.
In-House 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 as part of an NHS complaints system to deal with your complaints and concerns.
Who can complain?
Anyone who is receiving, or has received treatment or services from the practice. If you are unable to complain yourself, a relative or close friend can complain on your behalf but your consent will be required.
It is important that you make your complaint as soon as possible after the event as we will only investigate complaints that are either:
- Made within 12 months of the event or
- Made within 12 months of you realising that you have something to complain about
The practice has the discretion to extend the time limits if there is deemed to be a good reason why the complaint was not made sooner and it feels that it is still able to properly investigate the complaint despite the extended delay.
Who should I complain to?
Your complaint should be addressed to:- Mrs K White, Practice Manager, The Surgery, Houghton Lane, Shevington, Wigan, WN6 8ET
What we will do
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 20 working days of the date the complaint was received. If we expect it to take longer we will explain the reason for the delay and when we expect to be able to respond. When we look into your complaint, we will investigate the circumstances, give you an opportunity to discuss the problem with those concerned, make sure you receive an apology if this is appropriate, take steps to make sure that the problem does not arise again and let you know what they are.
You will receive a final letter setting out the result of any practice investigations.
Integrated Care Board (ICB)
If you don’t want to raise the complaint locally you can complain to the commissioner of the service, ICB by:
Telephone: 01942 482711
Post: Wigan – NHS GM, Wigan Life Centre, College Avenue, Wigan, WN1 1NJ
E-mail: [email protected]
The Patient Advisory Liaison Service (PALS)
Wrightington Wigan and Leigh NHS Foundation Trust
Royal Albert Edward Infirmary, Wigan, WN1 2NN
Telephone: 01942 822376
Email: [email protected]
Healthwatch Wigan
Ashland House, Dobson Park Way, Ince in Makerfield, Wigan, WN2 2DX
Telephone: 01942 837666
Email: www.healthwatchwiganandleigh.co.uk
If you remain dissatisfied with the Outcome you may refer to:
The Parliamentary and Health Service Ombudsman
Citygate, 51 Moseley Street, Manchester, M2 3HQ
Telephone: 0345 015 4033
Email: [email protected]
Website: www.ombudsman.org.uk
Contacting the Care Quality Commission
If you have a genuine concern about a staff member or a regulated activity carried out by this Practice then you can contact the Care Quality Commission on 03000 616 161, or alternatively visit the following website: https://www.cqc.org.uk
