Please note that the telephone prescription line will no longer be available from 1st January 2020. To order prescriptions from this date use the repeat prescription slip, available from reception, or order online. Please see reception for details for how to order online.

Find out more about the Fishergate Hill Surgery

COMPLAINTS PROCEDURE

We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong and if this happens we would wish for the matter to be settled as quickly and as amicably as possible.

How to complain

To pursue a complaint please contact our Practice Manager who will deal with your concerns appropriately. If you don’t feel that you have had a satisfactory response from the Practice Manager and your complaint is about the services provided by the surgery please contact:

NHS England
PO Box 16738
Redditch
B97 9PT

Tel: 0300 311 22 33 (Mon-Fri 8.00-6.00)
Email: england.contactus@nhs.net

If your complaint is about services such as hospital care, mental health services, out of hours services and community services such as district nursing, contact:

Customer Care Team
Lancashire Commissioning Support Unit
Lancashire Business Park
Jubilee House
Centurion Way
Leyland
PR26 6TR

Tel: 0800 032 2424
Email: customer.care@lancashirecsu.nhs.uk

If the practice has previously responded to a complaint but the complainant remains unsatisfied with the response, the complainant has the option of taking their complaint to the Parliamentary and Health Service Ombudsman, who can be contacted as follows:

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

Tel: 0345 015 4033 (Mon-Fri 8.30-5.30)
Email: phso.enquiries@ombudsman.org.uk

Complaining to the commissioner may be the right option if you are not comfortable complaining directly to the Practice Manager, or if you feel this is not appropriate, you can complain in writing, by email or by speaking to someone in the appropriate organisation. You should make your complaint within 12 months of the incident or within 12 months of the matter coming to your attention. This time limit can sometimes be extended as long as it is still possible to investigate your complaint.

Anyone can complain, including young people. A family member, carer, friend or your local MP can complain on your behalf with your permission.

Why should you choose Fishergate Hill Surgery?

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Book your appointment now

You can book your appointment with us in a variety of ways.

By phone on 01772 254 484 Online by clicking here Can't get to the Surgery? Home visits can be booked