We welcome all feedback and appreciate patients taking time to provide this. It is nice for staff to hear when things have gone well as well as time when they have gone less well. As a surgery we always strive to ensure the best level of patient care, however we acknowledge we may not always get it right first time. Therefore we operate a complaint procedure as part of an NHS complaints system, which meets national criteria. We view complaints as an opportunity to reflect on patient care, where appropriate apologise and learn from incidents to improve patient care. If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know.
How To Complain
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible. This will enable us to establish what happened more easily. If doing 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 using the Peel House Medical Practice complaints form, please do not e-mail the surgery as this may be overlooked. The Practice Manager will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
Download the Peel House Medical Practice Complaints Leaflet and Form (DOCX, 27KB).
Complaining On Behalf Of Someone Else
We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request). If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is provided when you download our complaints form.
What We Will Do
We will acknowledge your complaint within 10 working days and aim to have fully investigated within 30 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 it possible for you to discuss the problem with those concerned; 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 practice investigations
Taking It Further
If you remain dissatisfied with the outcome you may refer the matter to:
Parliamentary and Health Service Ombudsman
Citygate
47 – 51 Mosley Street
Manchester
M2 3HQ
Email: phso.enquiries@ombudsman.org.uk
What happens if I prefer to complain directly to the Commissioning organisation?
If your complaint is about primary care services such as GPs, dentists, opticians or pharmacy services, you can contact Lancashire and South Cumbria ICB.
Telephone: 0800 032 2424
E-mail: Mlcsu.lscpatientexperience@nhs.net
Write to: Level 3, Christ Church Precinct, County Hall, Fishergate Hill, Preston, PR1 8XB
Note: changes on 1 July 2023
- From 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner is changing. Rather than contacting NHS England, complaints will be made to directly to the local integrated care board (ICB).
- Members of the public will still be able to make a complaint to the provider. This is NOT changing.
- Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler.
- Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler.
- Find out more about how to feedback or make a complaint about an NHS service