Due to the ongoing COVID19 pandemic, there are delays to our complaints process, in line with national guidance.
You can still raise concerns or make a complaint, but we may not be able to investigate it and respond as we normally would.
We will acknowledge your complaint, log it on our system, and check for any immediate patient safety, safeguarding or practitioner performance issues. If there are, we will take immediate action as necessary.
If your complaint is about anything else, it will remain open until further notice, unless you choose to withdraw it. When normal services are resumed, we will investigate and deal with it as soon as we can.
Please note that there are currently delays of several months in processing new NHS complaints sent to the Parliamentary and Health Service Ombudsman.
Thank you for your understanding.
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, directly to Lindsay Gollin, Business Manager or via the contact form on this website.
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).
