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Behaviour, Compliments and Complaints

We consider ourselves lucky to have a good practice with a dedicated team of staff and pleasant patients. It goes without saying that we expect staff and patients to treat each other courteously and with respect.

Compliments and Complaints

We’re continually reviewing ways in which improvements can be made and feedback (good or bad) helps us to tailor the service to the needs of our patients. Compliments, comments or suggestions (whether they're about the services we provide or our website) can be made, electronically, by clicking the link on the “Contact Us” page.

Alternatively, and especially if there is a specific problem that you want to complain about, please write or arrange to speak to the Practice Manager, Mr Richard McLeod. We take any complaints very seriously and will always do our best to deal with them amicably, fairly and as a matter of priority.

Written complaints will be acknowledged within 3 working days and, as a general rule, we aim to complete our investigations within 10 working days. If, following our investigations, you’re not happy with the outcome, we’ll explain what other options are available to you.

Complaints Leaflet

Patient Responsibilities

To keep problems to a minimum we ask our patients to adhere to the following guidelines:

 

When booking an appointment please try to give the receptionist some indication of your problem, if asked, so that she can allocate an appointment of the correct length and with the right person.

 

Car parking at the surgery is restricted. Roadside parking is available on Shavington Avenue and Newton Lane. Please show consideration for local residents and other surgery users when parking.

 

When attending your appointment please bear in mind that there are others waiting to see the clinician and try to limit conversation that is not relevant to the problem for which you’re attending.

 

Please treat all doctors, nurses and other surgery staff with the same standards of courtesy and respect that you would expect to receive. We will not tolerate rudeness or abuse of any kind.

 

We will not condone discrimination against any member of the practice team, its patients or any member of the public attending the surgery.

 

For the benefit and safety of patients and staff alike, we operate a zero tolerance policy towards abusive, aggressive and violent behaviour. In such cases a patient may be asked to leave the premises without being treated. In cases of violent behaviour it is our policy to call the police. In certain circumstances it may be necessary to remove patients who demonstrate unreasonable behaviour from the practice list.

 

Patient Advice and Liaison Service

The PALS service (Patient Advice and Liaison Service), can provide you with information about the NHS and help you with any other health related enquiry.

PALS can help you, your family or carers, if:

  • You have problems with local health services
  • You need information to help introduce you to agencies and support groups outside of the NHS
  • You need information about how you can get involved in your own healthcare and the NHS locally.

PALS will listen to your concerns, suggestions and experiences and ensure that people who design and manage services are aware of the issues you raise.

You can contact PALS by:

Telephone:  01244 650368 / 0800 132996 (West Cheshire Clinical Commissioning Group)
E-mail :        enquiries.wcheshireccg@nhs.net
Post:           The Patient Experience Manager
                    FREEPOST (CS 1528)
                    1829 Building
                    The Countess of Chester Health Park 
                    Liverpool Road
                    Chester
                    CH2 1YZ

 



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