We hope you never have cause to complain, either regarding your treatment or for any other reason. However, if such an occasion arises, we would hope that an informal discussion with the practice manager would enable any situation to be resolved.
We do have a complaints procedure in common with all primary health care teams and a leaflet explaining this procedure is available in reception and can be found attached below.
We also welcome any suggestions patients may have about services and we have a suggestions box in reception.
Southport and Formby CCG also have a Patient Advice and Liaison Service PALS this is a confidential service offering on the spot help, advice and support. PALS help to sort out any problems or concerns you may have about the care you are provided and guide you through the different services available from the NHS.
You can contact PALS on 0800 218 2333, Monday - Friday 9.00 am - 5.00 pm or write to them at PALS OFFICE, Merton House, Stanley Road, Bootle, L20 3DL. firstname.lastname@example.org
Additionally, patients should be advised that the local HealthWatch ( Healthwatch Sefton: 0800 206 1304) can help to find an independent NHS complaints advocacy service in the area.
Independent advocacy services include:
- POhWER – a charity that helps people to be involved in decisions being made about their care. POhWER’s support centre can be contacted via 0300 456 2370
- Advocacy People – gives advocacy support. Call 0330 440 9000 for advice or text 80800 starting message with PEOPLE
- Age UK – may have advocates in the area. Visit their website or call 0800 055 6112
- Local councils can offer support in helping the complainant to find an advocacy service. Visit https://www.gov.uk/find-your-local-council