We operate a practice-based Complaints Procedure. If you need any help, advice or have any concerns about the day to day administration/staff working within the Medical Centre please contact reception in the first instance. Although every effort will be made to deal with your request on the same day, on occasions, it may be necessary for you to book an appointment.
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 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. The Practice Manager will make sure that we deal with your concerns promptly and in the correct way.
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, they will contact their local integrated care board (ICB).
By primary care services we mean GPs, dentists, opticians or pharmacy services.
There are two ways you can make a complaint:
- You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery.
- You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received.
After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact the Lancashire and South Cumbria integrated care board instead of NHS England. Information about how to do this, including ways of contacting the ICB by phone, e-mail or written correspondence will be available on ICB/primary care websites and shared widely by ICBs to relevant stakeholders, partners and patient groups.
Telephone: 0800 032 2424
E-mail: Mlcsu.lscpatientexperience@nhs.net
Write to: Level 3, Christ Church Precinct, County Hall, Fishergate Hill, Preston, PR1 8XB
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. The central NHS England complaints team will retain the handling of complaints relating to services it still commissions directly.