Complaints and Concerns

Every patient has the right to make a complaint about the treatment or care they have received at Jubilee Medical Centre.

We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

We have found that most problems can be sorted out relatively quickly and can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints.  Alternatively, ask to speak to a complaint’s manager, either the Practice Manager Amy Connolly or the Patient Service Manager Leanne Long. Depending on what the complaint is regarding will determine who is best suited to deal with your complaint.

If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally within a matter of days or at most a few weeks. This will enable us to establish what happened more easily. The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

Some complaints may be easier to explain in writing. You can ask for a complaint leaflet and form at Reception or download the complaints leaflet and complaints form using the links below. Which you should print off and send to the Practice. Please give as much information as you can, then send your complaint to the Practice, marked for the attention of one of the complaints Managers stated above.

Click Here for the Complaints Leaflet Procedure 

Click Here for the Complaints Form

One of the Complaints Managers will acknowledge your complaint within three business days and aim for a written response within 2 weeks. 

We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

What we will do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.
We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 20 working days of the date you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. 
When we look into your complaint, we aim to:

At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we must know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

what happens if I prefer to complain directly to the commissioning organisation?

If you do not wish to speak directly to the practice you may lodge a formal complaint with NHS Cheshire and Merseyside.

If your complaint is about primary care services such as GPs, dentists, opticians or pharmacy services, you should contact NHS Cheshire and Merseyside.   

Note: changes on 1 July 2023  

 Frequently Asked Questions 

  1. What is the current process for making primary care complaints and how will that change on 1 July 2023? 

From 1 July 2023 the way members of the public who live in Cheshire and Merseyside make a complaint about primary care services to the commissioner is changing. Rather than contacting NHS England, they will contact NHS Cheshire and Merseyside. The public can still complain directly to the provider (GP, dentist etc) - this is not changing. 

  1. What date will ICBs start to handle primary care complaints? 

Operational responsibility for the complaints function will move to ICBs on 1 July 2023.  

Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler. 

Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler. 

  1. Where can you find information about how to make a complaint about a primary care service?  

There are many organisations that will help signpost people to information about how to provide feedback or make a complaint about healthcare services. These are some of the main ones. 

  1. Does the delegation of the primary care complaints function from NHS England to ICBs on 1 July 2023 include all primary care services? 

In the main, yes. There are some specialised services, such as Health and Justice, where the care provided by a GP in a prison setting is still commissioned directly by NHS England and therefore NHS England would still manage these complaints. See Annex 1.

  1. Where should information be available in each ICB area about how to make a complaint about a primary care service? 

It should be available on the websites of the ICBs, Healthwatch, providers of primary care services, VCSE organisations, health charities and local MPs.  

  1. Will the staff currently handling a complaint manage them through to the end or will another member of staff pick them up as part of the new arrangements? 

Staff from the NHS England regional complaints teams are being transferred to ICBs to support the delegation of the complaints function. The transfer of complaints staff from NHS England regions to ICBs will differ from region to region but complainants should be reassured that the information about their complaint will transfer to the ICB and they will not need to repeat their complaint or reshare any information already provided. 

Members of the public with ongoing complaints received by NHS England on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler. 

Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler. 

Annex 1

Retained services commissioned directly by NHSE 

The following is a list of services that NHS England central complaints team will retain the handling of after 1 July 2023. 

This list is not exhaustive. 

ICB website

Details of how to make a complaint about primary care services will be available here from 1 July: https://www.cheshireandmerseyside.nhs.uk/contact/complaints/

Getting help with making a complaint

Healthwatch Liverpool is a free, confidential and independent service. They can help you to sort out any concerns that you may have about the care we provide and they can give you information about the different services which are available from the NHS.

They collect feedback on people’s experiences of using health and care services and provide advocacy to people who are making a complaint about an NHS funded service.

Healthwatch Information
1st floor
151 Dale Street
Liverpool, L2 2AH

T: 0300 77 77 007 (Calls cost the same as to a local landline)
F: 0151 298 3275
E: enquiries@healthwatchliverpool.co.uk
W: http://www.healthwatchliverpool.co.uk/

Your local Citizens Advice Bureau can also help with NHS complaints.

If you’re still not happy once we have completed our enquiries and told you the result:

If you are not satisfied with the final response of the practice to your complaint, you can ask the Health Service Ombudsman to look into it.

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

T: 0345 015 4033 8.30-5.30 Monday-Friday
E: phso.enquiries@ombudsman.org.uk
W: http://www.ombudsman.org.uk

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