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Complaints, concerns and feedback

We want to provide the best possible care. If something hasn't gone well, please let us know so we can put it right. Every complaint is taken seriously and treated as a chance to improve.

Raising a concern informally

If you'd like to raise something with us, please ask to speak to a member of reception or the Practice Manager. We'll try to sort things out for you straight away. If we can resolve your concern by the end of the next working day, that's usually the simplest route.

Making a formal complaint

You don't need to put your complaint in writing. We'll treat it the same however you raise it. You can:

• Speak in person to any member of staff or ask for the Practice Manager.
• Phone the practice on 01270 441672 and ask for the Practice Manager.
• Write to: Practice Manager, Kiltearn Medical Centre, Church View Primary Care Centre, Off Beam Street, Nantwich, Cheshire, CW5 5NX.
• Email kiltearn.reception@nhs.net, marked for the attention of the Practice Manager (Complaint).

A friend, relative, carer or other representative can complain on your behalf with your consent. We can also accept complaints about the care of someone who has died from their personal representative or next of kin.

Time limits

Complaints should normally be made within 12 months of the event you're complaining about, or within 12 months of when you first became aware of it. We can use our discretion to look at older complaints where there's a good reason and a fair investigation is still possible.

What happens next

We'll acknowledge your complaint within three working days. We'll give you the name of a single point of contact at the practice, agree how you'd like to be kept in touch, and discuss the outcome you're hoping for. We'll then investigate properly and give you a full written response within the timescale we agree with you. If we need more time, we'll write to you to explain why and agree a new date.

If you're still unhappy

If our response doesn't settle things, you can ask for a meeting with the Lead GP for Complaints and the Practice Manager, or you can take your complaint further. You can complain to:

• NHS Cheshire and Merseyside ICB is the body that commissions our GP services. You can complain to the ICB instead of, or after, complaining to us. Write to No. 1 Lakeside, 920 Centre Park, Warrington, WA1 1QY, call 0800 132 996, or email enquiries@cheshireandmerseyside.nhs.uk. cheshireandmerseyside.nhs.uk/
• Parliamentary and Health Service Ombudsman (PHSO) is independent of the NHS. You can also go straight to the PHSO if we haven't given you a full response within six months and haven't agreed an extension. Helpline 0345 015 4033. ombudsman.org.uk

Free, independent advice

If you'd like help making a complaint, you're entitled to free, independent and confidential support from an NHS Complaints Advocate, provided locally by your council. Healthwatch (Cheshire East or Cheshire West and Chester) can also signpost you to the right service. For complaints involving possible legal action, Action against Medical Accidents (AvMA) offers specialist advice.

Accessible formats and reasonable adjustments

We'll do what we can to make the complaints process work for you. That includes large print, easy-read or translated versions of our information, interpreters (including BSL), more time, or accepting your complaint via a third party. Please tell us what you need and we'll do our best to arrange it.

How we treat people who complain

Nobody will be treated less favourably because they've complained. You won't be removed from the practice list for raising a concern. We protect your confidentiality throughout the process and only share information on a need-to-know basis.

The full complaints policy is available from reception, including large print and easy-read versions.

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