Author: A User

Penny Lane Surgery

Compliments and Comments:
Your views are important to us and by listening to them we can improve the services we provide to all our patients. We are
always pleased to receive your compliments or comments and we ensure they are shared with all staff concerned. How to do this: Suggestions Box, verbally to a member of staff, written note, NHS Choices review.
Concerns and Complaints:
We hope that we can resolve most problems easily and
quickly, often at the time they arise and with the person
concerned. However, if you do wish to make a formal
complaint, please do so as soon as possible after the event -
ideally within a matter of a few days. This will enable us to
establish more easily what has happened.
If that is not possible, your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should
address your complaint in writing to the Practice Manager. She will make sure that we deal with your concerns promptly and in the correct way. (You can use the form on
Page 3 of this leaflet for verbal complaints or you can write to us at the address below to raise a formal complaint.)
Where to send your complaint:
Please address your complaint to:
Penny Lane Surgery
Practice Manager
7 Smithdown Place
L15 9EH
Compliments, Comments, Concerns and
Complaints— Information for Patients

What we will do
We will acknowledge your complaint within three working days and we aim to have fully investigated and replied within 20 working days of the date it was received. If we
expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances, make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.
You will receive a final letter setting out the result of any
investigations and asking you to contact us again if you have any remaining questions regarding your complaint.
Complaining on behalf of someone else
Third Party Consent
If you’re complaining on behalf of someone else (other than your own child under 16 years) we will need to obtain the patient’s consent to investigate and to release information to you. Below are the details and signature needed.
Third Party Name__________________ Phone _______________
I wish the above person to complain on my behalf. I fully consent to Penny Lane Surgery releasing information to, and discussing my care and medical records with the person named above in relation to this complaint.
This authority is for an indefinite period/ a limited period only (delete as appropriate). Where a limited period applies, this authority is valid until ………………….…….
Signed: _______________________________ (Patient only)
Date: _______________________________
Full Patient Name: ——————————————-
Date of Birth: ________________ Phone: ___________
Address: ___________________________________________

VERBAL COMPLAINT FORM
Patient Full Name: ___________________________________
Date of Birth: ____________ Phone: ____________________
Address: _____________________________________________
Complaint details: (Include dates, times, and names of practice personnel, if known)
Signature _________________________ Date _______________
Continue on a separate sheet if necessary.

If you need support with your complaint:
Under the NHS Complaints Regulations 2009 you can either choose to complain directly to us as experience tells us that by dealing with us directly, concerns can often be sorted out quickly and to your satisfaction however the choice of who to complain to remains your decision.
Merseyside and Cheshire Healthwatch Advocacy provides free, confidential and independent support for people who want to make a complaint. It can be contacted as follows: Email address:
enquiries@healthwatchliverpool.co.uk

Freephone helpline - 0300 77 77 007
Healthwatch Liverpool
4th Floor 151 Dale Street
Liverpool
L2 2AH

NHS Cheshire and Merseyside integrated care board :

Patient Experience Team, / No 1 Lakeside, / 920 Centre Park Square, / Warrington, / WA11QY.	Phone: 0800 132 996 / Email: / enquiries@cheshireandmerseyside.nhs.uk

Parliamentary and Health Service Ombudsman: If you are still unhappy after your complaint has been investigated, you can refer the matter to the Parliamentary and Health Service
Ombudsman, who is independent of the NHS. www.ombudsman.org.uk
Telephone helpline: 0345 015 4033
Textphone (Minicom): 0300 061 4298
Request a call back Text 'call back' with your name and your mobile number to 07624 813 005 (standard rates apply).