Suggestions and Complaints

The Doctors and staff at St George’s Medical Centre strive to deliver high quality patient care at all times and in all areas of contact with our patients and / or patient representatives.

We hope you will never have cause for serious complaint but if you do, please don’t be afraid to say how you feel.

We welcome feedback to help us improve our standards and you will not be treated any differently because you have complained. We will just do our best to put right anything that has gone wrong.

We would encourage you to speak to whoever you feel most comfortable with – your doctor, a nurse, a receptionist or manager – but if you would prefer to give your feedback in writing, please send it to the Practice Manager, Natasha Dixon, at the address listed at the top of this webpage.

You can also talk to our reception team about any suggestions you may have. If you would like to talk to the Practice Manager, please phone 0151 630 2080 and ask for Natasha Dixon.

A copy of our complaint form is available for your use. You do not have to use it if you prefer to set out your complaint in your own way or discuss it in person. Please ask if you require assistance in filling out this form and any member of staff will be pleased to help.

Your complaint will then be investigated by the Practice Manager or a suitable Clinician. This person may contact you to ensure that your complaint is fully understood before conducting an investigation. Once this has been completed it will be discussed fully with you.

Please note that the Practice Complaints System does not deal with matters of legal liability or compensation.

Complaints leaflet

If you would like general support and advice, including information about the NHS complaints procedure you can contact the Patient Advice and Liaison Service (PALS) :

PALS (Patient Advice and Liaison Service)

The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious. So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible. PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

What does PALS do? In particular, PALS will:

• Provide you with information about the NHS and help you with any other health-related enquiry
• Help resolve concerns or problems when you are using the NHS
• Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
• Provide you with information and help introduce you to agencies and support groups outside the NHS
• Inform you about how you can get more involved in your own healthcare and the NHS locally
• Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
• Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

Their contact details are:
Telephone:
0800 054 2137 / 0151 363 3948 or the main Wired Number 0151 522 7990

Email:
WirralPals@wired.me.uk

Address:

Wired
Unit 7
Wirral Business Park
Arrowe Brook Road
Upton
Wirral, CH49 1SX

Website:
www.wired.me.uk

PALS Leaflet

PALS Bulletin – December 2016

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.

• Telephone: 0800 132 996
• E-mail: enquiries@cheshireandmerseyside.nhs.uk
• Writing to them at:  Patient Experience Team, No 1 Lakeside, 920 Centre Park Square, Warrington, WA11QY.

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 complaint.

• 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