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Complaints Leaflet
We’re here to listen
Complaints, concerns and feedback
If you are unhappy with any aspect of your care or our service, please tell us.
Your feedback helps us put things right and improve our services.
- Our complaints manager is Nikki Hultum
Making a complaint will not affect your care or treatment
How to make a complaint
You can complain in whichever way is easiest for you:
- Speak to us in person
- Telephone the practice on 01772 585451
- Email us using our secure online form
- Write to the Complaints Manager at St Fillans Medical Centre, 2 Liverpool Road, Penwortham, Preston PR1 0AD
You do not have to put your complaint in writing.
It helps if you tell us what happened, when it happened, what you are unhappy about and what you would like us to do.
When should I complain?
Please tell us as soon as you can. Complaints should normally be made within 12 months of the event, or within 12 months of becoming aware of the issue.
What happens next?
- 1 We acknowledge it - within 3 working days.
- 2 We listen - and make sure we understand your concerns.
- 3 We investigate - fairly and carefully.
- 4 We respond - with our findings and any action or learning.
If our investigation takes longer than expected, we will keep you informed.
Can someone complain for me?
Yes. A relative, friend, carer or representative can complain for you. We will normally need your permission before discussing confidential information with them.
Your privacy
Your complaint will be treated confidentially, and information will only be shared with staff who need it to investigate and respond.
Still unhappy?
You can choose to complain to the relevant Integrated Care Board (ICB) instead of the practice. You cannot normally ask both to investigate the same complaint at the same time.
If you remain unhappy after our final response, you can contact the Public Service Ombudsman (PSO).
Need help?
Independent NHS complaints advocacy is available. Local Healthwatch can help you find support.
You can view our full complaints policy and procedures document here