How to make a complaint

Last Updated: Tuesday, 10 October 2023

It's great to get feedback about the Practice and we use it to monitor how we are doing and identify how we can improve what we do.

​If you have had a poor experience, then we would prefer it if you talked to us about it before you do anything else. There aren't many things we can't put right or at least explain by discussing them with you. Our Practice Manager will always make time available to talk to patients about their experience and if she isn't available at the time you call then, please speak to the Assistant Practice Manager, or Office Manager about your experience. A Receptionist can also take your details, and a team member will call you back as soon as possible.​

If you want to make a complaint in writing without speaking to us first then you can do that in a simple letter addressed to the Practice Manager or you can use our complaints form. Download it here.

Please see our complaints leaflet for more detail on what you should do and what you can expect from us.

There are several different ways to give feedback to the practice.

​NHS Choices. Follow this link to visit our NHS UK review page. We are notified when someone posts a comment on our NHS UK page. If you feel you want to make a negative post on this site or any social media site, we would encourage you to talk to us first.

​NHS Choices Family and Friends Test. If you received an SMS reminder for your appointment at the practice then you are likely to get an SMS message afterwards asking you to complete the NHS Friends and Family test survey. If you don't want to do that, then ignore the message. If you are visiting the surgery several times during a bout of poor health then the system is set so that you won't get a message every time you come.​

You can also fill in a paper form at reception when you visit the practice and leave it in the designated secure box next to the side door.

We report our Friends and Family's results to NHS England every month.

What happens if I prefer to complain directly to the commissioning organisation?   

If your complaint is about primary care services such as GPs, dentists, opticians or pharmacy services, you should contact NHS Cheshire and Merseyside.   

Note: changes on 1 July 2023  

  • From 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner is changing. Rather than contacting NHS England, complaints will be made to directly to NHS Cheshire and Merseyside.
  • Members of the public will still be able to make a complaint to the provider. This is NOT changing. 
  • Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that NHS Cheshire and Merseyside will take responsibility for the handling of their complaints.
  • Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint will be retained by NHS England. 

Find out more about how to feedback or make a complaint about an NHS service