Complaints and Compliments

We welcome feedback about the care and service you have received in our Practice. You can give anonymous feedback through our Friends and Family Test.

Sometimes, and especially if we have fallen short of your expectations, you might want to contact us about a specific experience. This will allow us to investigate, learn and put right anything we could do better.

Who can complain

We can receive complaints or feedback from patients, former patients, someone who is or likely to be affected by the services we provide. Where this concerns the care of a patient, we will need their consent to discuss their experience with you.

How to complain

You can contact your surgery and ask to speak to the Site Manager, who will listen to your concerns and discuss the next steps. You can also put your complaint in writing. You should provide as much information as possible so we can understand and investigate the matter properly.

We hope to be able to resolve most problems quickly and easily. Sometimes we might need time to speak with staff and in there instances we aim to provide a full response within 30 days of your initial complaint.

If you do not want to submit your complaint directly to the practice, you can request that the commissioner investigate your complaint. They will contact us on your behalf. You can find details of how to make a complaint on their website: LSC Integrated Care Board :: Home (icb.nhs.uk)

If you remain dissatisfied with the outcome of your complaint, you may refer the matter to the Parliamentary and Health Ombudsman. We will provide their full contact details in our closing communication to your complaint.

Advocacy Support

If you would like independent help or advise about making a complaint, there are organisations who offer help:

Home – Advocacy Focus

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