Suggestions and Complaints

Olive Medical Practice always welcomes suggestions on how we can improve the services we offer. Suggestions can be made in person, by telephone or in writing.

Olive Medical Practice endeavours to provide the best possible care for all our patients at all times. If however you are unhappy with any of the services we provide, please do not hesitate to contact us in person or by telephone and we will endeavour to rectify any problems or issues as soon as possible.

How to complain

In the first instance, please discuss your complaint with the staff member concerned. Where the issue cannot be resolved, please contact the Practice Manager, Donna Middleton, who will try to resolve the issue and offer you further advice on the complaints procedure.

If your problem still cannot be resolved and you wish to make a formal complaint, please let us know as soon as possible in writing, ideally within a matter of days. This will enable us to get a clear picture of the circumstances surrounding the complaint.

We do endeavour to solve all problems in person or by telephone, but if you wish to make a formal complaint, please put your complaint in writing and address it to:

Dr Zaki Patel  (Complaints Manager)
Olive Medical Practice
3 Lime Street
Blackburn
BB1 7EP

If you wish to view a copy of our Patient Complaints Leaflet, please ask at Reception.

You don’t ever need to worry about the service you receive in future being adversely affected because you have made a complaint. We take all comments seriously and only use the information to review our services and make improvements, where needed.

Patient Advisory Liaison Service (PALS)

PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help resolve your complaint informally.

Your local PALS office can be contacted on: 0800 218 2333

For information on feedback and complaints to NHS England, please visit the link below:

https://www.nhs.uk/nhsengland/complaints-and-feedback/pages/nhs-complaints.aspx

Health service ombudsman

If you are unhappy with the way we have handled your complaint, you can report it to the health service ombudsman.

The parliamentary and health service ombudsman may investigate complaints on your behalf, but only if your complaint has already been investigated at a local resolution and independent review level.  There is no charge for this service and the ombudsman is independent of the NHS.

Telephone: 0345 015 4033 (open 8.30am – 5.30pm, Monday to Friday)

Email: [email protected] Website: www.ombudsman.org.uk

Independent advice

If you would like to receive independent advice from someone about the complaints process, you should contact the Independent Complaints Advocacy Service (ICAS).

ICAS offers help and support to those wishing to make a formal complaint about the NHS and can help you to write your letter of complaint and accompany you to any meetings.

Telephone: 0808 802 3000 Email: [email protected] Website: www.carersfederation.co.uk

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