If you have any complaints or concerns about the service that you have received from the                               doctors or staff working for excellent this practice, please let us know. We have found that most problems can be sorted out relatively easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally within a matter of days or at most a few weeks - because this will enable us to establish what happened more easily.

The Practice Manager will be pleased to deal with any complaint. They will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint: In person - ask to speak to the Practice Manager or In writing -  some complaints may be easier to explain in writing. You can ask for a complaint leaflet and form at Reception or download one at the bottom of the page.

Please give as much information as you can, then send your complaint to the Practice, marked for the attention of the Practice Manager.

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.
We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days of the date you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.

When we look into your complaint, we aim to: find out what happened and what went wrong, make it possible for you to discuss the problem with those concerned, if you would like this. Make sure you receive an apology, where appropriate, identify what we can do to make sure the problem doesn't happen again. At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we must know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.


Please click here to download our complaints form.

Contact Us

Riverside Branch
Riverside Centre for Health
Park Street
L8 6QP View map

Tel: 0151 295 9213
Fax: 0151 295 0348

Picton Branch
Picton Neighbourhood Health And Childrens Centre
137 Earle Road
L7 6HD View map

Tel: 0151 295 3333
Fax: 0151 295 3334

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