💬 Comments, Concerns & Complaints Procedure
At Holes Lane Medical Centre, we are committed to providing the best possible service. However, if you feel we haven’t met your expectations, we encourage you to share your feedback—both positive and negative.
🙋♂️ Raising a Concern or Complaint
We aim to resolve issues quickly and informally, often at the time they arise. If this is not possible, or if you’d prefer a formal complaint, please contact us as soon as possible to help us understand and investigate what happened.
💡 Why Feedback Matters
Your concerns help us:
- 🗣️ Understand your experience
- ⏱️ Respond promptly and appropriately.
- 🔄 Improve our services where needed
🛡️ Your Rights & Confidentiality
- You are encouraged to speak up without fear.
- Patient confidentiality is fully respected.
- If you are complaining on someone’s behalf (except a patient under 16), we will require their written consent.
✍️How to Make a Complaint
- Verbal Complaints: Speak with a manager if one is available.
- Written Complaints: Address to:
Lindsey Bate – Business Manager
Bethany Rothwell – Practice Manager
📧 cmicb-war.recholeslane@nhs.net
Clinical concerns are referred to Dr M. Cardwell
You’ll receive a prompt acknowledgement.
If a meeting is arranged, you may bring a friend or relative. We aim to:
✔️ Address your concerns
✔️ Explain what happened
✔️ Discuss any necessary actions.
🏢 Prefer to Contact the ICB Directly?
If you would rather not raise your concern with our team, you may contact:
Cheshire and Merseyside ICB
📍 No 1 Lakeside, 920 Centre Park, Warrington, WA1 1QY
📞 01925 303030
📧 Queries.warringtonccg@nhs.net
🗨️ Need Advocacy Support?
Free, independent help is available:
- POhWER – 0300 456 2370
- Advocacy People – 0330 440 9000
- Age UK – 0800 055 6112
- Local Council – Contact for local advocacy services
- 🔗 More options via the PHSO website
⬆️ Still Unsatisfied? Escalate to the Ombudsman
If you’re not satisfied with the outcome, you can contact the Parliamentary & Health Service Ombudsman (PHSO):
📍 London Office
Millbank Tower, Millbank, LONDON SW1P 4QP
📍 Manchester Office
Citygate, Mosley Street, MANCHESTER