We aim to provide a personal, friendly and efficient service. If you have any comments or suggestions regarding the service we provide, we would be happy to hear from you. There is an online form on our Contact Us page for sending your comments.
Sometimes a patient may have a cause for complaint. Please follow the following guidelines:
WHITBY Group Practice
Complaints Procedure
People wishing to complain may choose to make their complaint orally, in writing or electronically to the PCT rather than the practice. They may make their complaints within 12 months of an incident happening or of becoming aware of the problem. This 12 month limit does not apply if the responsible body is satisfied that:
- There were good reasons for not making the complaint within that time limit
- Despite the delay, it is still possible to investigate matters effectively & fairly.
If you have a concern or complaint, this is what to do:-
• Write or speak to the Group Manager. In their absence, speak to the Senior Receptionist, who will acknowledge your complaint. This will be passé on to the Group Manager on their return.
• If your complaint is about a member of staff, our services or administrative procedures, the matter will be investigated and dealt with by the Group Manager. Formal complaints must always be made in writing to ensure we have all of the facts to enable us to fully respond you. For minor issues this may be carried out over the phone with your agreement.
• If your complaint is about a medical matter, you will, if you wish, be offered an appointment with the Partner of your choice. You may bring a friend to this meeting if you wish.
• When the matter concerning you has been investigated, you will be contacted in writing or in person within ten days.
If you are not satisfied or if you do not feel able to discuss this with the Practice and wish to officially take the matter further, you can contact:-
Denise Richardson,
Patient Experience Manager,
NHS Western Cheshire,
Patient Safety & Performance Improvement Team
1829 Building,
Countess of Chester Health Park,
Liverpool Road,
CHESTER,
CH2 1HJ.
Tel: 01244 389292 or Fax: 01244 650377
• You may also wish to contact your local Independent Complaints Advocacy Service (ICAS). ICAS supports patients and their carers who wish to pursue a complaint about any NHS treatment or care. Information about how to contact your local ICAS is available at (North West) :- 0845 120 3735
• If you remain dissatisfied with the response to your complaint, you have the right to ask the NHS Ombudsman to review your case. This should be done within six months of the date of our final letter. The NHS Ombudsman is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide services. You can contact The Health Service Ombudsman on 08345 015 4033 or write to them at:-
The Health Service Ombudsman for England, 11th Floor, Millbank Tower, London SW1P 4QP
You can obtain booklets explaining the role of the Health Service Ombudsman, by contacting them either by telephone or accessing their website:-
http://www.ombudsman.org.uk/index.html (opens in new window) or telephone 08345 015 4033