Feedback and Complaints
Feedback
The NHS Friends and Family Test (FFT) was created to help service providers and commissioners understand whether patients are happy with the service provided, or where improvements are needed. It’s a quick and anonymous way to give your views after receiving NHS care or treatment. You can find out more on the NHS website.
Take the Friends and Family TestComplaints
We always try to provide the best service possible but there may be times when you feel this has not happened. We hope that most problems can be resolved easily and quickly, at the time they arise and with the person concerned. However, if this is not possible and you wish to take the matter further, please let us know the details and we will explore the issues you have raised. Our preference is that all complaints are submitted in writing as this means less chance of any communication errors between a patient and staff member, complaints are made in the exact wording wanted by the patient and helps the sharing of information between relevant people here at the surgery. We will accept other forms of complaint communication.
Who to contact
We have a feedback form available from reception or you can download this below. Written complaints should be addressed to The Practice Manager. Please use the complaints form to record the information needed to investigate your complaint. Please send this to:
FAO Practice Manager
Myrtle Group Practice
270 Telegraph Road
Heswall
Wirral
CH60 7SG
Complaints FormWhat happens next
We will explore the issues you have raised and get back in contact with you as soon as we are able, and within 28 working days.
When we look into your comments, we aim to find out what happened and hopefully answer the issues you have raised to your satisfaction. We will also take on board any learning from your comments so that we can review our practices and procedures.
If you have reached the end of NHS Cheshire and Merseyside’s complaints procedure and are dissatisfied with the outcome, you can contact the Public Service Ombudsman (PSO) to review the case. The PSO is independent of the NHS and makes final decisions over unresolved complaints about the NHS in England.
You can read more about the PSO on their website: www.ombudsman.org.uk
Telephone: Complaints Helpline 0345 015 4033 – open between 8.30am— 5:30pm, Monday to Friday
