Throughout the pandemic we have strived to make the surgery as safe as possible for all our patients and staff. We will continue to do so going forward. From the 19th July public place restrictions have been lifted, but there are recommendations for hospitals and NHS settings - patients will need to still wear a mask, socially distance, and use hand sanitiser in the surgery and staff will continue to wear PPE. We do understand that it can be frustrating but we know that when people come to us they are sick and vulnerable (and some cannot receive the covid vaccinations due to medical reasons) so we feel it would be wrong to not take these small precautions that can protect people. In terms of opening up, as many of you know, we have never been shut and in fact have consulted with much higher numbers of patients than we did pre-covid (face to face, by phone, by e consult and by video), not counting vaccinating 90% of the adult population twice in the last 6 months. Fishergate Hill Surgery has come so far in trying to minimise the impact of Covid and we are sure you understand that we need to keep the surgery as safe for ALL staff and patients as we can.

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 give your contact details to the reception staff and they will be passed onto the practice manager who will contact you within 5 working day. 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