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pad_and_penSuggestions & Complaints

Glenroyd Medical aim to offer the highest standard of healthcare and advice with the resources available to the Practice.  We are continually striving to improve our services and patient feedback is important to us.  If you are unhappy with the services provided, please let us know, to enable us to investigate and resolve the situation amicably.

Receiving of complaints

The Practice may receive a complaint made by, or (with his/her consent) on behalf of a patient, or former patient, who is receiving or has received treatment at the Practice, or where the patient is a child:

  • by either parent, or in the absence of both parents, the guardian or other adult who has care of the child
  • by a person duly authorised by a local authority to whose care the child has been committed under the provisions of the Children Act 1989; by a person duly authorised by a voluntary organisation by which the child is being accommodated
  • where the patient is incapable of making a complaint, by a relatve or other adult who has an interest in his/her welfare


Time limit for making a complaint

The period for making a complaint is normally:

  • 12 months from the date on which the event which is the subject of the complaint occurred; or
  • 12 months from the date on which the event, which is the subject of the complaint comes to complainant's notice

 

The Practice Manager and Responsible Person, Dr S A Shearer has the discretion to extend the time limits if the complainant has good reason for not making the complaint sooner.

 

To whom should I complain to initially?

If you are unhappy with our services please let us know.  Please address all complaints in writing to Practice Manager, Glenroyd Medical, Moor Park Health & Leisure Centre, Bristol Avenue, Blackpool FY2 0JG or alternatively, you may email your complaint to anna.butrym@nhs.net

We shall aim to acknowledge your complaint within three working days and offer you the opportunity to meet face to face to discuss your concerns.

Your complaint shall be fully investigated by talking to the staff involved and taking any necessary actions.

If it is not possible to deal with your complaint within the period agreed, we shall write to you explaining the reasons for the delay.

Alternative to making a complaint to the Practice

In the first instance, we recommend that any complaints about primary care services are made to the practice following the above procedures.  However, we do recognise that you may not always feel comfortable raising the complaint directly and for this reason you can submit your complaint in writing to:

NHS England

PO Box 16738

Redditch B97 9PT

Tel: 0300 311 22 33 (Mon-Fri 8.00 - 6.00)

Email: england.contactus@nhs.net

If you remain unsatisfied with our response, you can write to the Parliamentary and Health Service Ombudsman who are completely independent of the NHS.  You can contact the Ombudsman as follows:

 

Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP

Tel: 0345 015 4033 (Mon-Fri 8.30 - 5.30)

Email: phso.enquries@ombudsman.org.uk

 

 

 
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