Shevington Surgery

01942 483777

Lines open 8:00am – 6:30pm Mon to Fri
Out of hours call NHS 111

Complaints and compliments

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 A Cheetham, 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 10 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.

NHS England

 If you don’t want to raise the complaint locally  you can complain to NHS England.  NHS England organises health services nationally.  NHS England can be contacted by:

Telephone: 0300 311 22 33 (8.00 am – 6.00 pm Mon-Fri excluding Bank holidays)

Post: NHS England, PO Box 16738, Redditch, B97 9PT.

E-mail: [email protected].  Please write ‘For the attention of the Complaints Manager’ in the subject line.

You will be given the opportunity to discuss your concerns and say what you would like to happen as a result of your complaint.

The timescale for the response will be agreed with you and you will receive a written reply to confirm the outcome of the investigation into your complaint.

Further Help & Advice

Greater Manchester NHS Independent Complaint Advocacy (ICA), 5th Floor Arthur House, Chorlton Street, Manchester, M1 3FH, Tel: 0808 802 3000

The Patient Advisory Liaison Service (PALS)

Wrightington Wigan and Leigh NHS Foundation Trust

Royal Albert Edward Infirmary, Wigan, WN1 2NN,

Tel: 01942 822376, email: [email protected]

Wigan Citizens Advice Bureau, Wigan Life Centre, The Wiend,

Wigan, WN1 1NJ, Tel: 0844 826 9713

If you remain dissatisfied with the Outcome

If you remain dissatisfied with the outcome you may refer the matter to:

The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP  Tel: 0345 015 4033

e-mail: [email protected]

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: http://www.cqc.org.uk

Reviewed May 2016, next review due May 2018