Feedback
Feedback is really important to us.
We are working hard to engage with our patients to ensure you are receiving a high quality of care and you are involved in how your practice is run and your feedback enables us to do so.
Patient Feedback
There are a number of ways to provide feedback you can either:
- Email – contactstlaurences@knowsley.nhs.uk
- Complete a feedback form available from reception or download it here.
- Join our patient participation group where you can contribute to how your practice is run on behalf all of the patients. If this is something you may be interested in or would like further information, please contact reception who will add you to our member list.
- Complete the online feedback form below
Feedback Form
Your feedback and opinion on the service that we provide for you is important to us and helps us to develop the practice. We would be grateful if you could take a moment to complete our form below, thank you
Complaints
Every patient has the right to make a complaint about the treatment or care they have received at St Laurence’s 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.
Who to talk to
Most complaints 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 the complaint’s manager, Heather Johnson, Practice Manager.
If for any reason you do not want to speak to a member of our staff, then you can request that Cheshire and Merseyside investigates your complaint. They will contact us on your behalf by:
- Telephone: 0800 132 996
- E-mail: enquiries@cheshireandmerseyside.nhs.uk
- Writing to: Patient Experience Team, No 1 Lakeside, 920 Centre Park Square, Warrington, WA11QY.
A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can complain via email to contactstlaurences@knowsley.nhs.uk
- Time frames for complaints
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.
The complaints manager will aim to respond to all complaints within five business days.
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
- Investigating complaints
St Laurence’s Medical Centre will investigate all complaints effectively and in conjunction with extant legislation and guidance.
- Confidentiality
St Laurence’s Medical Centre will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
- Third party complaints
St Laurence’s Medical Centre allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.
- Final response
St Laurence’s Medical Centre will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our organisation policy.
- Advocacy support
- POhWER support centre can be contacted via 0300 456 2370
- Advocacy People gives advocacy support on 0330 440 9000
- Age UK on 0800 055 6112
- Local Council can give advice on local advocacy services
- Further action
If you are dissatisfied with the outcome of your complaint from either NHS England or this organisation then you can escalate your complaint to:
Parliamentary Health Service Ombudsman (PHSO)
Milbank Tower
Milbank
London
SW1P 4QPTel: 0345 015 4033
Patient Complaint Form
Please click here to download the patient complaint form.