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 blccg.glenroyd@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 our Local Integrated Care Board (ICB) or the Parliamentary and Health Service Ombudsman. Please see their contact details below.
Lancashire & South Cumbria Integrated Care Board (ICB)
For more information, please visit – https://www.lancashireandsouthcumbria.icb.nhs.uk/contact-us
Please send an email with ‘Complaint’ in the subject line to mlcsu.lscpatientexperience@nhs.net
To make a complaint via telephone, please call 0800 032 2424 to speak to a member of their team
To send in your complaint via post. Please write to:
NHS Lancashire and South Cumbria Integrated Care Board
Level 3
Christ Church Precinct
County Hall
Fishergate Hill
Preston
PR1 8XB
Parliamentary and Health Service Ombudsman
To send in your complaint via post. Please write to:
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Please send an email with ‘Complaint’ in the subject line to phso.enquiries@ombudsman.org.uk
To make a complaint via telephone, please call 0345 015 4033 (Mon-Fri 8.30-5.30) to speak to a member of their team
