We really appreciate your feedback and are grateful to anyone who makes an effort to let us know how we are doing, whether that be praise for a job well done or feed back where we have not met our desired standards. Feedback can be given in person, in writing, via email to allerton.westfield@nhs.net, over the phone, or via the contact form on this website. We will usually suggest that complaints are made in writing – this can help avoid misinterpretation by ensuring it is your own words.
Our complaints policy is summarised here and is also available in a leaflet from our Reception.
We accept written complaints in any format and you do not need to use this specific form to make a complaint in writing if you would prefer not to.
On receipt, an acknowledgement will be sent within three working days which offers the opportunity for a discussion (face-to-face or by telephone) on the matter. If this is not practical or appropriate, this initial response will also indicate the anticipated timescale for investigations to be carried out. If it is not possible to conclude any investigations within the advised timescale, then the complainant must be updated with progress and revised time scales on a regular basis. In most cases these should be completed within six months unless all parties agree to an extension.
We will ensure that the complaint is investigated in a manner that is appropriate to resolve it speedily and effectively and proportionate to the degree of seriousness that is involved.
Our final response will include details of the result of your complaint and also your right to refer the matter further to the Parliamentary and Health Service Ombudsman if you remain dissatisfied with the response.
If you do not wish to complain to the practice in the first instance, you can make a complaint directly to NHS England:
By telephone: 03003 11 22 33
By email: england.contactus@nhs.net
By post: NHS England, PO Box 16738, Redditch, B97 9PT
If you are not happy with the outcome of your complaint, you have the right to approach the Parliamentary & Health Service Ombudsman.
The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
30 Millbank
London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
https://www.ombudsman.org.uk/make-a-complaint (to complain online or download a paper form).
