New phone number: 01942 807670

Repeat prescriptions email:

Complaints and compliments

We aim to give a friendly and professional service to all our patients . However, if you have a complaint or concern about any aspect of our service, please let us know as we are always willing to discuss any issues with you.

Should you wish to put your complaint in writing a copy of our Complaints Procedure is shown below which outlines the procedure to follow. Alternatively a copy is available from the Reception desk.

Patient complaint form

If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know.  We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.

If you wish to download a complaints form click here

How to complain

There are two ways you can make a complaint:

1: You can complain to your healthcare provider:  your GP Practice:   We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE – ideally within a matter of a few days. This will enable us to establish what happened more easily.   You should address your complaint in writing to the Practice Manager.  She will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.

2: You can complain to the commissioner of the service.  This is the organisation that paid for the service or care you received:  Integrated Care Board (ICB).  Telephone number – 01942 482711   Email:    Post:  Wigan – NHS GM, Wigan Life Centre, College Avenue, Wigan WN1 1NJ

Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request).  If you are not the patient, but are complaining on their behalf, you must have their permission to do so.  An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form can be downloaded here.

What we will do

We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received.  If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.

You will receive a final letter setting out the result of any practice investigation.

Taking it further

If you remain dissatisfied with the outcome you may refer the matter to:

The Parliamentary and Health Service Ombudsman
Millbank Tower

Tel 0345 0154033

Date published: 4th July, 2023
Date last updated: 4th July, 2023