Dr. M. FREEMANMILLCROFT MEDICAL CENTRE
Dr. J. FLOWEREagleBridge Health & Wellbeing Centre
Dr. D. SHACKLETONDunwoody Way
Dr. K. WAINCrewe,
Dr. A. McVERRYCheshire, CW1 3AW
Dr. A. NAFISITelephone: (01270) 275200
Practice Manager : Gill InstoneFax: (01270) 216323
Complaints Procedure
What do I do if I am unhappy with the service I am receiving from Millcroft Medical Centre?
The Practice Manager, Gill Instone, or the Office Manager, Gill Buschenfeld, will be pleased to discuss any area of the service you receive that may be giving you cause for concern. Very often, a brief discussion can address issues satisfactorily.
However, patients sometimes feel that they would like to make a more formal complaint.
If you wish to make a complaint about the service you have received, you can do so either verbally or in writing. You should address your complaint in the first instance to the Practice Manager, Gill Instone, at the practice address.
You may, if you prefer, contact the Primary Care Trust. The contact details are:-
Gary Shenton, Complaints and Litigation Manager,
Central and eastern Cheshire Primary Care Trust,
Universal House,
ERF Way, (off Pochin Way),
Middlewich, CW10 0QJ.
Responsibility for dealing with the complaint will be taken either by the practice or by the PCT. You should be aware that, if the PCT is to deal with the complaint, then details must be shared with the practice so the complaint can be investigated properly.
What will happen next?
You will receive a written acknowledgement of your complaint within 3 working days. If you have made your complaint in writing, we will offer to discuss the matter with you, as it is often most helpful to have a face to face meeting. The details concerning the complaint will be investigated, and you will be given as full an explanation as possible, together with an apology if, after investigation, it is found that our standard of service did fall short of what we would aim to provide. The letter will be signed by Dr Shackleton, the Partner at the practice who is responsible for overseeing the complaints handling procedure. This process is referred to as local resolution, and it is possible to resolve most complaints in this way.
What if I am still not satisfied?
If you are not satisfied that your complaint has been dealt with to your satisfaction, you may, if you wish, ask for an independent review. This will involve referring the matter to the Parliamentary Commissioner for Health, otherwise known as The Ombudsman. The Ombudsman help-line can be contacted on 0345 015 4033. The website address is .
If you feel that you need some help with making your complaint at any stage, you can get in touch with ICAS (The Independent Complaints Advocacy Service) on 0300 456 8250.