We take complaints very seriously and we will deal with them immediately. Please contact the Practice Manager Rosemary Emmonds who will appropriately deal with your complaint.
The practice aims to maintain a professional and friendly relationship with all our patients within the constraints of the NHS. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
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 Practice Manager, Rosemary Emmonds in writing and she will ensure that it is investigated thoroughly and as quickly as possible. Where possible there will be an initial response within 2 days. This could be initially by telephone.
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 feedback you will feel satisfied that we have dealt with the matter thoroughly. Otherwise, we will offer you to join us in a meeting to discuss your concerns in more detail.
As a practice, we are urged to resolve any concerns or complaints at practice level.
PATIENT ADVICE & LIAISON SERVICES (PALS) provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS. Freephone 0800 5872586
Email: PALS@oelht.mhs.uk
Your local Healthwatch can help you find independent NHS complaints advocacy services in your area.
Or you can complain to the commissioner of that service, either NHS England or the local Integrated Care Board (ICB).
NHS LANCASHIRE & SOUTH CUMBRIA ICB
If you would like to contact NHS Lancashire and South Cumbria Integrated Care Board you can do so by calling 01772 214232, emailing lsc.icb@nhs.net.
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, but only 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)
Email phso.enquiries@ombudsman.org.uk
Ombudsman Website https://www.ombudsman.org.uk
