Complaints and Concerns

The Practice has a complaints procedure that is in line with the NHS system for complaints and meets national guidelines.


How to complain

The Practice hopes that most problems can be dealt with easily and quickly when they happen, with the person concerned. Please ask at reception for a complaints slip or please put your complaint in writing to the Practice Manager:

Jenny Hancox


The Practice has a red suggestion box in the waiting room and also a Patient Participation Group please ask at reception if you are interested.

We aim to:

  • Improve the quality of our service by acting on lessons learned from any complaint.
  • Be fair to both you and our staff.
  • Respond as quickly as possible
  • Have an open and honest approach aimed at satisfying your concerns.

You can use the online form provided on our Contact page.



What we will do

If it is not possible to deal with your complaint immediately we will acknowledge the complaint within 3 working days. We will aim to find out what happened and discuss the problem with you.

Please note that we have a strict rule about patient confidentiality. If you are complaining on behalf of someone else you must have full signed consent from the person involved.

We trust that if you make a complaint you will use our practice complaints procedure as the practice believes that this will give the best chance of putting what has happened right and give us the opportunity to improve our services.

However you may wish to contact NHS England who will deal with your complaint, this is your decision.

To contact NHS England:

A detailed copy of the complaints procedure is available upon request.

Contact Us

Rock Court Surgery
4 Crystal Close
Old Swan
L13 2GA
Tel: Tel: 0151 228 0672
Fax: Fax: 0151 228 0298