We take complaints very seriously. If you would like to make a complaint regarding the surgery or the services we offer, please contact the Practice Manager by telephone or, if you prefer, in writing. Every effort will be made to answer your concerns as soon as possible.
Holes Lane Surgery
28 Holes Lane
Woolston
Warrington
WA1 4NE
Telephone: 01925 599855
what happens if I prefer to complain directly to the commissioning organisation? Please remember to update the information as follows:
If your complaint is about primary care services such as GPs, dentists, opticians or pharmacy services, you should contact NHS Cheshire and Merseyside.
- 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
Note: changes on 1 July 2023
- From 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner is changing. Rather than contacting NHS England, complaints will be made to directly to NHS Cheshire and Merseyside.
- Members of the public will still be able to make a complaint to the provider. This is NOT changing.
- 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 will take responsibility for the handling of their complaint.
- 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 will be retained by NHS England.
- Find out more about how to feedback or make a complaint about an NHS service
Frequently Asked Questions
- What is the current process for making primary care complaints and how will that change on 1 July 2023?
From 1 July 2023 the way members of the public who live in Cheshire and Merseyside make a complaint about primary care services to the commissioner is changing. Rather than contacting NHS England, they will contact NHS Cheshire and Merseyside. The public can still complain directly to the provider (GP, dentist etc) – this is not changing.
- What date will ICBs start to handle primary care complaints?
Operational responsibility for the complaints function will move to ICBs on 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 the ICB 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.
- Where can you find information about how to make a complaint about a primary care service?
There are many organisations that will help signpost people to information about how to provide feedback or make a complaint about healthcare services. These are some of the main ones.
- Does the delegation of the primary care complaints function from NHS England to ICBs on 1 July 2023 include all primary care services?
In the main, yes. There are some specialised services, such as Health and Justice, where the care provided by a GP in a prison setting is still commissioned directly by NHS England and therefore NHS England would still manage these complaints. See Annex 1
- Where should information be available in each ICB area about how to make a complaint about a primary care service?
It should be available on the websites of the ICBs, Healthwatch, providers of primary care services, VCSE organisations, health charities and local MPs.
- Will the staff currently handling a complaint manage them through to the end or will another member of staff pick them up as part of the new arrangements?
Staff from the NHS England regional complaints teams are being transferred to ICBs to support the delegation of the complaints function. The transfer of complaints staff from NHS England regions to ICBs will differ from region to region but complainants should be reassured that the information about their complaint will transfer to the ICB and they will not need to repeat their complaint or reshare any information already provided.
Members of the public with ongoing complaints received by NHS England on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB 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.
