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Complaint / Suggestion

Complaints Procedure

The doctors and staff at High Street do our best to provide you with the best health care possible.

Unfortunately sometimes things do go wrong.

In the event that a patient wishes to lodge a complaint for any reason, there is a formal complaints procedure

The procedure follows the recommendations of the approved NHS complaints procedure. Help can be obtained from our practice manager or from the Patient Advisory and Liaison Service (PALS). Leaflets are available regarding this in reception.

Who can complain?

Any existing or former patient
A person who is affected by or likely to be affected by the outcome of the complaint.
A close relative or friend if the patient is unable to complain e.g. if they have died, are very ill or are very young.

How do I complain?

It is always better to voice your concerns as soon as possible.

Verbally face to face
Verbally on the telephone
In writing

You may also contact the Independent Complaints Advocacy Service (ICAS). The NW ICAS is provided in a small number of Citizens Advice Bureau. Telephone 0845 1203735 to be referred to the nearest ICAS provider.

Who do I complain to?

Practice Manager
High Street Surgery
Waters Green Medical Centre
Sunderland Street
Macclesfield
SK11 6JL

Or

Any member of the practice team

If you would rather not complain to the practice directly you can contact:

PALS
Macclesfield District General Hospital
Victoria Road
Macclesfield
SK10 3BL
Tel: 0800 161 3997

What happens to my complaint?

If you write you will receive a written acknowledgement within two working days.

If you telephone you will be contacted by telephone within the same period.

Your complaint will be fully investigated and you will receive a written response from the appropriate professional, within 20 working days of the receipt of your complaint.

If there are good reasons why these timescales cannot be achieved, you will be kept informed of the progress of the investigation.

All complaints are completely confidential and must be made to us within 12 months of the event.