Complaints Procedure

The practice aims to maintain a professional and friendly relationship with all our patients within the constraints of the NHS. If, however, you have any complaints or concerns about the service you have received from the doctors or staff working at this practice, you are entitled to ask for an explanation. We operate an informal in house complaints procedure to deal with all your complaints. This procedure does not deal with matters of legal liability or compensation, nor does it affect your rights to make a formal complaint to the health authority.

Your complaint should be addressed to the Patient Services  Manager, Mrs Anita Edmundson in writing and she will ensure that it is investigated thoroughly and a speedily as possible. Where possible there will be an initial response within 2 days.

We try to address your concerns fully, provide you with an explanation and discuss any action that is needed. We hope that at the end of the meeting you will feel satisfied that we have dealt with the matter thoroughly.

As a practice, we are urged to resolve any concerns or complaints at practice level. However, the NHS will allow you, if you wish, or if feel more appropriate, to have your complaint or concern handled independently by the NHS (England) Central Team. Also if you are not satisfied with the response from the practice then you may put your complaint or concern to the NHS (England) Central Team. (see NHS England below).

Complaints or Concerns to the Clinical Commissioning Group

This concerns complaints or issues about individual patient funding requests and Continuing Health Care (CHC- package of care funded solely by the NHS outside of hospital care).

Complaints or issues should be directed to:-

Customer Care Team
Lancashire Business Park
Jubilee House
Centurion Way
Leyland. PR26 6TR

Freephone: 0800 032 2424
Telephone: 01772 777 952
Text phone: 01772 227 005

The customer care team will also provide you with a copy of NHS East Lancashire CCG’s complaints procedure if required.

Complaints about Independent Contractor Services

An independent contractor includes GPs, dentists, pharmacy and opticians. Complaints and concerns may include service provision in an area, access issues, premises and that sort of thing.

This complaints route is not for complaints that would normally be addressed by your General Practice Complaints procedure, unless you have opted to take this route either because you have exhausted the General Practice Complaints Procedure and remain unhappy with the outcome, or else you have felt otherwise unable to have your complaint or concern addressed by the practice.

Please contact:

NHS England
P.O. Box 16738
B97 9PT

Tel: 0300 311 22 33 (Monday to Friday 8am – 6pm, excluding English Bank Holidays)

Health service ombudsman

Having exhausted the above procedures and if you are still remain dissatisfied with the way complaint was handled or the outcome, the organisation to whom the compaint was addressed will undertake further investigation to attempt to resolve it to your satisfaction. However, if you are still not satisfied, you may report the matter to the Health Service Ombudsman.

The parliamentary and health service ombudsman may investigate complaints on your behalf, butonly if your complaint has already been investigated at a local resolution and independent review level. There is no charge for this service and the ombudsman is independent of the NHS.

Contact the ombudsman by:-

Telephone: 0345 015 4033 (open 8.30am – 5.30pm, Monday to Friday)
Ombudsman Website

Further help and information in making a complaint or addressing a concern can be found in the following web sites

Independent Advice

If you would like to receive independent advice from someone about the complaints process, you should contact N-Compass North West Limited. N-Compass North West Limited offer a comprehensive advocacy service to support adults within social care and health systems and processes and help all patients (including children) complain about NHS funded treatment within the Lancashire County Council area, linking in with HealthWatch Lancashire. You can get in touch with N-Compass North West Limited here:

N – Compass North West Limited
3 Errigal House
Avroe Crescent
Blackpool Business Park

Phone: 033 000 222 00
Fax: 01253 407473


Whilst we try hard to make the practice user friendly, we may overlook certain things, so we are always happy to consider any suggestions you may make.