At Glenroyd Medical, our primary goal is to provide exceptional care to our patients. As part of this commitment, we openly welcome and value your feedback, including any complaints.
Giving feedback
Feedback helps us improve the quality of your care. The best way to give us your feedback, good or bad, is to complete the Friends and Family Test Questionnaires sent to you via text message after an appointment. Alternatively, you can leave feedback via the ‘Patient Feedback’ section of our website.
How to complain
If you are unhappy with our services, please let us know. Please address all complaints in writing to the Practice Manager, Glenroyd Medical, Moor Park Health & Leisure Centre, Bristol Avenue, Blackpool FY2 0JG. Alternatively, you may email your complaint to blackpool.glenroyd.complaints@nhs.net.
We shall aim to acknowledge your complaint within three working days.
The Practice may receive a complaint made by, or (with his/her consent) on behalf of a patient, or former patient, who is receiving or has received treatment at the Practice, or where the patient is a child:
- by either parent, or in the absence of both parents, the guardian or other adult who has care of the child
- by a person duly authorised by a local authority to whose care the child has been committed under the provisions of the Children Act 1989; by a person duly authorised by a voluntary organisation by which the child is being accommodated
- where the patient is incapable of making a complaint, by a relative or other adult who has an interest in his/her welfare
It may not always be appropriate for the practice manager to deal with your complaint; however, in all instances, your complaint will be fully investigated by liaising directly with any staff involved and taking any necessary actions, if applicable.
If we are unable to resolve your complaint within the agreed-upon period, we will write to you explaining the reasons for the delay.
Time limit for making a complaint
The period for making a complaint is normally:
- 12 months from the date on which the event which is the subject of the complaint occurred; or
- 12 months from the date on which the event, which is the subject of the complaint comes to complainant’s notice
The Practice Manager and Responsible Person, Dr S A Shearer has the discretion to extend the time limits if the complainant has good reason for not making the complaint sooner.
Alternative to a direct complaint
In the first instance, complaints about primary care services should be made to the practice following the above procedures. However, if you remain unsatisfied with our response, you can contact either NHS England, our Local Integrated Care Board (ICB) or the Parliamentary and Health Service Ombudsman (if you are unhappy with the outcome). Please see their contact details below:
NHS England
For more information, please visit: NHS England » Feedback and complaints about NHS England
Please send an email with ‘For the attention of the complaints team’ in the subject line to:
0300 311 22 33
NHS England, PO Box 16738, Redditch, B97 9PT
NHS Lancashire and South Cumbria ICB
For more information, please visit: www.lancashireandsouthcumbria.icb.nhs.uk/contact-us
mlcsu.lscpatientexperience@nhs.net
0800 032 2424
NHS Lancashire and South Cumbria ICB, Level 3, Christ Church Precinct, County Hall, Fishergate Hill, Preston, PR1 8XB
Parliamentary and Health Service Ombudsman (to be contacted only if you are unhappy with the outcome from the above)
0345 015 4033