How Do I Make A Complaint?

How Do I Make A Complaint?

Complaints

At Firdale Medical Centre we always strive to provide the best possible service for our patients with resources available to us. If you wish to raise a concern or a complaint please in the first instance, speak to Adrienne Jones our Lead Receptionist on 01606 544300 or personally. It may be possible to find the solution or if necessary to arrange meeting to discuss your complaint in detail. If you are unhappy with the solution your complaint will need to be in writing to Marek Matuszczak, Patient Services Manager, Firdale Medical Centre, Firdale Road, Northwich, Cheshire, CW8 4AZ. We will look into your complaint and send you a written acknowledgment within 3 working days. Once the complaint has been fully investigated we will write to you again with an explanation or suggest a meeting with either Practice Service Manager or Senior Partner. This process should not take longer than 25 working days.

If you are sill unhappy with the outcome you may wish to contact NHS England Contact Centre on 0300 3112233 (Monday to Friday 8am—6pm) or write to them at NHS England, PO Box 16738, Redditch, B97 9PT or by email
england.contactus@nhs.net.

If you need help to make your complaint you can also contact the Independent Advocacy Service  (ICAS) by phone on 08080 8023000 or via their website www.carerfederation.co.uk

Finally if you are still dissatisfied you may 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 your 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 can be contacted by telephone on 0345 015 4033 email phso.enquiries@ombudsman.org.uk or by writing to the Parliamentary and Health Service Ombudsman Millbank Tower, Millbank, London SW1P4QP

Comments and Suggestions

We welcome constructive comments and suggestions about our services and have a suggestion box in the waiting room for this purpose.

Alternatively you may ask to speak to the Patients Services Manager.

Care Quality Commission (CQC) welcome comments about the operation of NHS services and can be contacted on 03000 61 61 61 or by email at enquiries@cqc.org.uk. There is also online form can be found at www.cqc.ogr.uk

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