Complaint Procedure

Deepa Busam, Practice Manager can be contacted for any complaints. 

Complaint Leaflet

We are passionate about providing the best possible care to all of our patients at all times. This includes the service they receive from both the Clinical and Administrative teams and we appreciate all feedback on how we are achieving this.

We take all complaints seriously, investigating and acting upon them appropriately in order to maintain our high standards and reduce the risk of future mistakes. Complaints will be responded to in a timely manner and are handled in accordance with NHS guidelines.

You can make a complaint a number of different ways;

Email:deepa.busam@livgp.nhs.uk

Telephone: 0151 295 3377 ( requesting a call back from the complaints manager)

Post: FAO: Complaints manager, 137 Earle Road, Liverpool L7 6HD

You can request for a Complaint Form to be sent to you or print one out from this link - Complaint Form

If you prefer you can make your complaint to NHS England directly (details in Complaints Policy / Procedure document below)

Our full Policy/Procedure is set out here - Complaint Procedure

 

Receiving of complaints

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:

(a)    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 

(b) where the patient is incapable of making a complaint, by a relative or other adult who has an interest in his/her welfare.

 

All complaints, written and verbal will be recorded, and written complaints will be acknowledged in writing within 3 working days of receipt. Patients will be encouraged to complain in writing where possible. The reply to the patient should be made within 10 working days, or the patient should be provided with an update and an estimate timescale.

 

Period within which complaints can be made

 The period for making a complaint is normally:

 (a) 12 months from the date on which the event which is the subject of the complaint occurred; or

 (b) 12 months from the date on which the event which is the subject of the complaint comes to the complainant's notice.

 Complaints should normally be resolved within 6 months. The practice standard will be 10 days for a response (10 days is the suggested response period, but Practices are free to set their own timescale).

 The Complaints Manager or lead GP has the discretion to extend the time limits if the complainant has good reason for not making the complaint sooner, or where it is still possible to properly investigate the complaint despite extended delay.

 When considering an extension to the time limit it is important that the Complaints Manager or the GP takes into consideration that the passage of time may prevent an accurate recollection of events by the clinician concerned or by the person bringing the complaint. The collection of evidence, Clinical Guidelines or other resources relating to the time when the complaint event arose may also be difficult to establish or obtain. These factors may be considered as suitable reason for declining a time limit extension.

 Action upon receipt of a complaint

 Complaints may be received either verbally or in writing and must be forwarded to the Complaints Manager (or the lead GP if the Complaints Manager is unavailable), who must: