Comments & Complaints
COMPLAINTS PAUSED DUE TO COVID-19 OUTBREAK
Due to the coronavirus (COVID-19) outbreak Guardian Medical Centre along with NHS England have paused the investigation of new and existing complaints.
We will continue to review and acknowledge all new complaints and will act upon any concerns about patient safety or safeguarding.
However, we will not investigate the complaint or respond until further notice.
This is in order to protect and make best use of NHS resources at this critical time in order to focus on front line patient care.
Please inform the practice of any complaints in writing, you will receive an acknowledgement letter to your complaint and it will be investigated and responded to when the resources allow.
The team at Guardian Medical Centre aims to provide a high standard of care at all times. They work hard to ensure patients receive excellent care and all their needs are met. Unfortunately, there may be times when a patient does not feel this is being achieved.
If you wish to raise a concern or a complaint please speak to Hannah Glyde, our Operations Manager on 01925 650226. It may be possible to arrange a meeting to discuss your complaint at that time as this is often useful in resolving a complaint and achieving the best outcome for the patient.
If you remain unhappy, please put your complaint in writing to Hannah Glyde (Operations Manager), Guardian Medical Centre, Guardian Street, Warrington, Cheshire, WA5 1UD.
The practice will ensure that it is dealt with thoroughly and as speedily as possible. Your complaint should be acknowledged within 3 working days* and you should receive a response within 20 working days. You may also be offered the opportunity to meet with one of the Lead GP’s to discuss your complaint.
*Unfortunately there may be instances where this is not adhere to due to staff absence, if you have not received an acknowledgement, please contact the surgery as soon as possible.
You can also contact the Complaints Manager at NHS England.
Write to: NHS England, PO Box 16738, Redditch, B97 9PT.
Telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm,)
Following the practice response to your formal complaint, if you remain unhappy, you can consider taking your complaint to the Ombudsman. You can do this after all attempts for a local resolution have been exhausted. You should do this within 12 months of the date of the letter telling you about the outcome of the complaint. You have the right to ask the Ombudsman to review your case. The Ombudsman promotes improvements in healthcare by assessing the performance of NHS organisations.
The Ombudsman’s contact details are:
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
If you need help to make you complaint you can also contact the Independent Complaints Advocacy Service (ICAS) who will provide you with free support and advice.
Please contact ICAS on 0300 3305454 or www.carersfederation.co.uk
The Health Service Ombudsman in England
The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet explaining the procedure of bringing a complaint to the ombudsman.