You have the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the NHS Constitution on GOV.UK. 

From 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner is changing.  

 By primary care services we mean GPs, dentists, opticians or pharmacy services. 

There are two ways you can make a complaint: 

• You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery.   

• You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received. 

After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact NHS Cheshire and Merseyside integrated care board instead of NHS England. 

You can do this by: 

• Telephone: 0800 132 996

• E-mail: enquiries@cheshireandmerseyside.nhs.uk

• Writing to us at:  Patient Experience Team, No 1 Lakeside, 920 Centre Park Square, Warrington, WA11QY.

If you want to make a complaint directly to the provider of the primary care service, you still can – that does not change on the 1 July 2023. 

Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that NHS Cheshire and Merseyside is now handling their complaint with confirmation of their case handler. 

Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler. 

Find out more about how to feedback or make a complaint about an NHS service 

NHS services across [area] are currently under a lot of pressure, with staff working incredibly hard to meet demand.  We need your help to manage services.

If your condition is not urgent there are other options available for you: 

• You can find self-care advice on www.nhs.uk where you will find an A-Z of conditions
• Consider using your local pharmacy for expert help and advice for every-day conditions;
• Online services are available, where you can request repeat prescriptions via the NHS app NHS App and your NHS account – NHS (www.nhs.uk) or your practice patient online service here.
• Advice is also available from NHS 111 online Get help for your symptoms – NHS 111, who can direct you to the best service for your needs if you’re not sure what to do.
• If you run out of your regular medication at the weekend, including bank holidays, you can get an emergency prescription at NHS 111 online Get a prescription or medicines information – NHS 111
  • Pre-bookable, routine appointments are also available at evening and weekends. You can access these by booking an appointment with the extended access service by calling us or booking at the surgery.
  • There are several services available locally to help you including at the walk in centre/ urgent treatment centre.

If your condition continues to get worse, or there is no sign of improvement after 3-4 days, contact us for further advice.  If you have an appointment, please make sure you attend – or if you no longer need your appointment, please cancel so that we can make it available to someone else.

Needing information about COVID 19 in a different language? Click this link for translated government guidance;

https://www4.halton.gov.uk/Pages/health/c19translate.aspx