Comments & Complaints

Comments

We welcome your suggestions for improving our services and your experience of using our surgeries.  All suggestions and comments will be reviewed and considered.   We actively strive to improve our services and the practice environment for your comfort and convenience.

Click here for the on-line comments and suggestions form. 

Alternatively you can download a copy of our comments, suggestions, & complaints form here.

Please hand it to reception, for the attention of Monica Gallagher, Practice Manager.

 

Complaints

If you have a complaint or concern about the service you have received from the Doctors or any of the staff working in this Practice, please let us know.

Our complaints’ procedure is in line with national NHS criteria for dealing with complaints.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem can not be sorted out in this way and you wish to make a complaint, we would like to you let us know AS SOON AS POSSIBLE, ideally within a matter of days or at most a few weeks.  This will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint:

  • Within six months of the incident that caused the problem; or
  • Within six months of discovering that you have a problem, providing this is within twelve months of the incident.

Complaints should be addressed to the Practice Manager, Monica Gallagher, preferably using the comments/suggestions/complains form towards the top of this page. Alternatively, you may ask for an appointment to see her in order to discuss your concerns.  She will explain the complaints’ procedure to you and will make sure that your concerns are dealt with promptly.  It will be a great help if you are as specific as possible about your complaint.

What we will do 

Whenever possible we will acknowledge your complaint within three working days of the date when you raised it with us. We will endeavour to offer you an explanation, or a meeting with the people involved within twenty working days.

When we look into your complaint we will aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where this is appropriate.
  • Identify what we can do to make sure the problem does not happen again

Complaining on behalf of someone else 

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Complaining via Healthwatch

We hope that if you have a problem you will use our Practice complaints procedure.  We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice, but you are also able to approach Healthwatch. 

Healthwatch:

•     provides confidential information and support. They can help you to sort out any concerns that you may have about the care we provide and they can give you information about the different services which are available from the NHS.

•     collects feedback on people’s experiences of using health and care services

•     provides advocacy to people who are making a complaint about an NHS funded service.

The contact details are:

0300 77 77 007 (Calls cost the same as to a local landline)

enquiries@healthwatchliverpool.co.uk

Healthwatch Information, 1st floor, 151 Dale Street, Liverpool, L2 2AH

 

 

 

Contact Details

Brownlow General Practice
Tel: 0151 285 4578

Student Health Centre
Tel: 0151 285 4578

Ropewalks Surgery
Tel: 0151 285 4578

SHAC (Student Health Advice Centre)
(University of Liverpool students. Term time only)
Tel: 0151 285 4784

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