At Kearsley Medical Centre we are committed to providing hight quality care and services to our patients.  If you are unhappy with any aspect of our service, we want to hear from you.  Complaints help us to improve what we do. 

We operate a practice complaints procedure as part of the NHS system of dealing with complaints. 

 How to Make a Complaint

 You can make a complaint:

 In person – Please ask to speak to our Patient Experience & Governance Manager

 By phone – Call us on 01204 969350

 In writing – Send a letter or email to :

 Patient Experience & Governance Manager

Kearsley Medical Centre

Jackson Street

Kearsley

BL4 8EP

Gmicb-bol.kmc@nhs.net

You can make a complaint yourself, or with your permission, ask someone to do it on your behalf.  This will require us gaining your written consent due to the strict rules of personal and medical confidentiality.

When to Make a Complaint

Please try to make your complaint as soon as possible, ideally within 12 months of the issue.  This helps us to investigate more effectively.

What Happens Next

We will acknowledge your complaint within three working days.

·       We aim to respond fully within 28 working days.

·       If we need more time to investigate, we will let you know and keep you updated.

What We Will Do

We will:

Listen to your concerns

·       Investigate the issue thoroughly

·       Apologise if things went wrong

·       Explain what we found and how we will prevent it from happening again

Will This Affect My Care?

Absolutely not.  Raising a concern will not affect your care or how you are treated at Kearsley Medical Centre.

Need Help Making a Complaint?

You can get support from:

• Healthwatch Bolton

Telephone: 01204 372842

Website: www.healthwatchbolton.co.uk

•  VoiceAbility

 Website: www.voiceability.org

Still Not Happy?

If you’re not satisfied with our response , you can take your complaint further:

  Parliamentary and Health Service Ombudsman

Telephone: 0345 015 4033

Website: www.ombudsman.org.uk

Your Views Matter:  We value your feedback – positive or negative – and is it to improve our services for all patients.  Thank you for helping us do better.

Your feedback is essential to help us see how effective our service is and give us information to plan for the future.   The Friends and Family Test (FFT) is an important opportunity for you to provide feedback to the practice.   This information helps us to see what we are doing well and where we need to make improvements. 

One way we are doing this is by using SMS messaging. We will send out text messages weekly to people who have recently used our services with a link to the FFT online form.   The text will go to patients who are 16 or over, have supplied a valid mobile phone number, and had an appointment recorded by us within the previous week by a team with a FFT code aligned to it. Patients can opt out of receiving the text messages. 

You may prefer to fill out a form online for this.  Please complete in the box next to this paragraph.

You are encouraged to provide your feedback as soon as possible, so your experience of our care is still fresh in your mind. This helps us to ensure that the feedback we collect is accurate and in 'real time'. 

Your comments and suggestions are important to us, please email any suggestions or ideas to Diane our Patient Experiance and Governance Manager at gmicb-bol.kmc@nhs.net.  Or alternatively pop into surgery and ask to feedback to a manager.

Medical matters and official complaints cannot be dealt with via this form. If you have a query regarding a medical matter please telephone reception to make an appointment to see the appropriate person.