Wrightington Street Surgery

Lines open from 8.00am every morning

Complaints and compliments

If you have a complaint or concern about the service you have received from the Doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint please let us know as soon as possible as this will enable us to determine what happened more easily.

If it is not possible to do that, please let us have details of your complaint:

  • within 6 months of the incident that caused the problem; OR
  • within 6 months of discovering that you have a problem; provided this is within 12 months of the incident.

In the first instance you should ask to meet the practice manager to discuss your complaint. If you wish to make a complaint in writing this should be made to the practice manager.

Wrightington Street Surgery
1 Wrightington St,

She will explain the procedure to you and will make sure that your concern is handled sensitively and promptly. Please make your complaint as specific as possible to allow us to address your concerns

What we shall do

  1. We shall acknowledge your complaint within two working days and aim to have offer you an explanation, or a meeting with the people involved.
  2. When we look into your complaint, we shall aim to;
    • Make it possible for you to discuss the problem with the Practice Manager
    • Make sure you receive an apology, where this is appropriate.
    • Identify what we can do to make sure the problem doesn’t happen again.

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 have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Complaining to the Health Care commission

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, if you are dissatisfied with the result of our investigation you should contact the Health Care Commission on 0845 6013012

Date published: 10 October 2014
Date last updated: 21 May 2020