Complaints Procedure

We’re Here to Listen and Improve

At West Wirral Group Practice, we are committed to providing the highest standard of care to our patients. If you are unhappy with any aspect of our service, we welcome your feedback and will do our best to resolve your concerns quickly and fairly.

How to Make a Complaint

If you wish to make a complaint, you can do so:

• By phone – call us on 0151 909 2474
• In person – ask to speak with a Supervisor
• In writing – please address your complaint to the Practice Manager
• By email – cmicb-wi.gatekeeper-n85008@nhs.net

We ask that complaints are made as soon as possible, ideally within 12 months of the issue arising, or within 12 months of you becoming aware of an issue.

What Happens Next?

Once we receive your complaint:

• We will acknowledge your complaint within 3 working days.
• We will investigate the matter thoroughly and fairly.
• You will be provided a likely timescale in which our investigations will be completed.
• You will receive a full response within a maximum of 6 months (although we will aim for 30 working days). We will update you if more time is needed.

Please note that verbal complaints that are resolved to your satisfaction within 24 hours will not need to follow the above points.

Your Rights and Support

Making a complaint will not affect your care or treatment. If you prefer, you may direct your complaint to:

• NHS England – for complaints about primary care services:
  📧 england.contactus@nhs.net
  📞 0300 311 22 33

You can also get support from the NHS Complaints Advocacy Service or contact the Parliamentary and Health Service Ombudsman if you are not satisfied with the outcome.

We Value Your Feedback

Complaints help us learn and improve. Thank you for taking the time to help improve our service.