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Practice Complaints Procedure

good_ratingsWe 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, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint:

  • Within 12 months of the incident that caused the problem; or

  • Within 12 months of discovering that you have a problem,

Diane Moon, our Practice Manager, will be pleased to deal with any complaint.  She will explain the procedure to you and make sure that your concerns are dealt with promptly. 

You can make your complaint:

In person – ask to speak to Our Practice Manager – Diane Moon

In writing – some complaints may be easier to explain in writing - please give as much information as can, then send your complaint to the practice for the attention of  Diane Moon - Practice Manager, as soon as possible 

What we shall do 

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. 

We shall acknowledge your complaint within 5 working days at which point we will look to offer an opportunity for an initial discussion to plan how your complaint is to be investigated. When we look into your complaint, we shall aim to give you a response within 21 days from the date you raised it with us. We will aim to:

  1. Find out what happened and what may have gone wrong 
  2. Make it possible for you to discuss the problem with those concerned, if you would like this 
  3. Make sure you receive appropriate feedback
  4. Identify what we can do to make sure the problem doesn’t happen again by including each complaint in our internal Significant Event Procedure.

At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.

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 his or her permission to do so.

A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.


What you can do next

We hope that, if you have a problem, you will use our practice complaints procedure: Practice Complaints Procedure  We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice. 

This Practice is regulated by the Care Quality Commission (CQC). You can also tell CQC about any concerns that you may have, even when you do not want to make a complaint to the Practice. You can contact the CQC by email:, telephone: 03000 616161 or via their website



Easter and May Bank Holiday Closures 2014

The Surgery will close at 6.00 p.m. on Thursday 17th April and will reopen on Tuesday 22nd April at 8.30 am. There will be no extended hours on Saturday 19th April.

The Surgery will also be closed on Mondays 5th May and 26th May.

When the surgery is closed the Wirral GP Out of Hours service is available by ringing 0151 678 8496

Repeat Prescription Requests: Please ensure that you order your repeat prescription in good time during the closure periods. You should allow at least 2 working days for your prescription to be processed.

Shingles Vaccination - You are entitled to a shingles vaccinatin if you are aged 70 years on 1st September 2013 or aged 79 years on 1st September 2013.  These can be given at the same time as the flu vaccinations. Book your appointment now if you are eligible!

When the surgery is closed.... if you have an urgent medical problem that will not wait until the surgery is open, please ring the GP Out of Hours service on 0151 678 8496

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