We make every effort to give the best service possible to everyone who attends our practice.
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.
To pursue a complaint please in the first instance send in an email to swanlow.surgery@nhs.net and somebody will contact you within 3 days of receiving this email.
If you don’t want to complain directly to Swanlow Medical Centre you can direct your complaint to NHS Cheshire & Merseyside and they can be contacted on 0800 132 996 or email enquiries@cheshireandmerseyside.nhs.uk or in writing to Patient Experience Team, No 1 Lakeside, 920 Centre Park Square, Warrington, WA1 1QY
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.