We feel it is important that patients know how to make themselves heard if they are unhappy with their experience of using the service.

In the first instance, we would always encourage patients to have a conversation with the Patient Assistant team or Deputy Practice Manager to discuss any concerns. We may be able to resolve your issue once we know what has happened. 

Westminster GP Surgey 

Please contact either the Deputy Practice Manager, Business Manager or Primary Care Lead to raise a concern and let us try to resolve it for you. If at that point, you are still not satisfied with the outcome, please see below:

If you wish to make an Informal Complaint:

Email: FAO Deputy Practice Manager westminster.surgery@nhs.net or call 0151 355 4864 to arrange a time to talk. 

 

Cheshire and Wirral Partnership NHS Foundation Trust 

However, if a patient feels strongly that their concern should be dealt with formally, as a part of Cheshire and Wirral Partnership NHS Foundation Trust, our complaints are handled centrally and the process for recording a complaint is on CWP's website.

 

NHS Cheshire and Merseyside Integrated Care Board

To contact the ICB regarding a complaint go to the ICB website which provides clear guidance for patients on:

  • When it is appropriate to raise a concern or complaint with an individual provider in the first instance
  • How to contact the correct organisation responsible for their care
  • The role of the ICB in complaints handling
  • Alternative support routes, including advocacy and independent support services

Website: Complaints - NHS Cheshire and Merseyside

 

The Parliamentary and Health Service Ombudsman

Website: www.ombudsman.org.uk 

Telephone: Complaints Helpline 0345 015 4033 – open between 8.30am— 5:30pm, Monday to Friday

Email: phso.enquiries@ombudsman.org.uk

Fax: 0300 061 4000

 

You can also contact the Care Quality Commission (CQC) about your experience of our services, although they cannot investigate individual complaints. Information about CQC can be found at www.cqc.org.uk or you can call them on 0300 061 616