Comments & Complaints

Comments & Complaints  

How do I register a compliment for the good service that I have received?

If you are pleased with the service that you have received from our surgery, you can let us know by telephone, email, using the link on this website or in writing to:

The Practice Manager, Sandy Lane Surgery, Sandy Lane, Leyland, PR25 2EB.

You can also give us a rating on NHS Choices Click Here

How do I register a complaint?

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 resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible. In the majority of cases, concerns can be resolved quite easily.

To pursue a complaint please contact the practice manager and she will deal with your concerns appropriately. Further written information  on the complaints procedure is available from reception or by following the link below to out patient complaints leaflet.

Patient Complaints Leaflet

We hope that if you have a problem, you will use our practice complaint procedure.  We believe this will give us the best chance of addressing what has gone wrong and provide an opportunity to improve our practice.

 

If you feel that you cannot raise your complaint with us you can contact:

 

NHS England

P.O. Box 16738

Redditch

B97 9PT

 

Tel: 0300 311 2233(Mon – Fri 8am – 6pm, excluding English Bank Holidays)

Email: england.contactus@nhs.net

   

Complaints regarding commissioning decisions/issues e.g. individual patient funding requests and continuing health complaints should be directed to:

 

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

 

You also have the right to approach the Health Service Ombudsman

 

Health Service Ombudsman.

If you have any questions about whether the Ombudsman will be able to help or about how to make a complaint you can contact them via the:

 

Helpline on 03450154033 and

Email on phso.enquiries@ombudsman.org.uk or

FAX 03000614000 .

 

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

 

Further information is available at:

www.ombudsam.org.uk

 

What if I have concerns about a health service from somewhere other than the surgery?

If you require information or advice regarding NHS sercies or you have any issues/concerns regarding commissioned services, for example, patient transport, audiology or access to hospital care you can contact the Patient Advice and Liaison Service (PALS) on their freephone  number: 0800 032 32 35.

PALS is unable to help resolve issues/concerns or deal with complaints regarding GP, Dental, Optometry or Pharmacy services; If you have any issues/concerns or complaints relating to these services please contact them directly or contact NHS England on 0300 311 22 33 or email england.contactus@nhs.net