Civic Medical Centre

Civic Way, Bebington, Wirral CH63 7RX

Complaints

We aim to provide patients with the best care we can, but we will sometimes fall short of the mark. If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please do not be afraid to let us know.  We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria. You will not be treated any differently because you have complained, we will just do our best to put anything right that has gone wrong

How to complain

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE – ideally within a matter of a few days. This will enable us to establish what happened more easily.  If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager (you can use the form available on this page) who will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.

Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so.  An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is provided below.

What we will do

We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received.  If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.

You will receive a final letter setting out the result of any practice investigations.

Taking it further

If you remain dissatisfied with the outcome you may refer the matter to either of the following:

The Parliamentary and Health Service Ombudsman,
Millbank Tower, Millbank, London, SW1P 4QP

Telephone: 0345 0154033 / Website: www.ombudsman.org.uk

NHS England, PO Box 16378, Redditch, B97 9PT

Complaints Form

Complaints can be posted to the surgery, given in at reception, or emailed (wiccg.gatekeeper-n85006@nhs.net).