Complaints procedure
How to raise a concern and what we'll do next.
How to make a complaint
We want to provide the best possible care. If something hasn't gone well, please let us know so we can investigate and, where possible, put it right.
All complaints should be put in writing to the Practice Manager, either by post (marked "Private and Confidential") or by email to kiltearn.reception@nhs.net.
Complaints should ideally be made within 12 months of the incident, or within 12 months of becoming aware of the problem.
What happens next
We'll acknowledge your complaint within 3 working days.
As part of the investigation we'll:
- Look into what happened and why
- Offer you the chance to discuss it with those involved, if you wish
- Provide an apology where appropriate
- Identify changes to prevent similar issues happening again
You'll receive a written response setting out our findings and any action we're taking as a result.
Complaining on behalf of someone else
If you're raising a complaint about someone else's care, we'll need their written consent to share information with you. This protects their confidentiality. For complaints involving children or someone who can't consent, we can usually proceed with the parent or appropriate adult.
If you're not satisfied with our response
If our response doesn't resolve things, you have a few options:
- NHS England on 03003 112233 or at england.nhs.uk/contact-us/complaint
- Cheshire and Merseyside Integrated Care Board at cheshireandmerseyside.nhs.uk
- Parliamentary and Health Service Ombudsman on 0345 015 4033 or at ombudsman.org.uk
The Ombudsman is the final stage of the complaints process. You'd normally need to have raised your complaint with us or with NHS England first.
Free, independent support
If you'd like help making a complaint, POhWER provides a free, confidential NHS Complaints Advocacy Service. They can help you write your complaint, prepare for meetings, and understand your options.
Call POhWER on 0300 456 2370 or visit pohwer.net.
Got a question first?
Before raising a formal complaint you can speak to the Practice Manager, Sarah Plant, who may be able to resolve things informally.