The Baycliff Clinic | Private GP Liverpool | Medical clinic Merseyside | Same day GP Wirral

Compliments
If you are pleased with your care and treatment, please let us know as this helps us to develop good practice and improve the quality of care. You can contact the Clinic Manager at the address above.

Informal Complaints / Concerns
As a patient, relative or carer, you may wish to raise a concern about any aspect of your care but do not want to make a formal complaint. We aim to respond to those complaints at the time, but if you are not satisfied, then you are entitled to make a formal complaint.
You may also make a complaint on behalf of someone else, provided you have their written consent, and the practice is satisfied you are acting in their best interests. If the practice decides this is not the case, you will be notified in writing and an explanation given. A consent form is available from reception.
We are not able to deal with questions of legal liability or compensation. We hope you will allow us to investigate and, if necessary, correct any problems that you have identified, or mistakes that have been made.

Formal Complaints
It is important that you contact us as soon as possible after the cause of the complaint. We will usually only investigate complaints that are made within 12 months of the cause of the complaint; however, the time limit can be waived if there are good reasons you could not have complained sooner.
Please put your complaint in writing to the Practice Manager, at the address above.

Verbal Complaints
Patients unable or unwilling to put their complaint in writing may make their formal complaint verbally. Where a complaint is made verbally, the complaint shall be recorded, and a copy of the written record given to the complainant.

Practice Response
We will acknowledge the complaint within 3 working days of receipt verbally or in writing. When acknowledging the complaint, we will offer to meet with you to discuss the complaint, at a time to suit you. We will advise the manner in which the complaint will be investigated and the likely timescale for this investigation and when the complainant is likely to receive a written response.

If you do not want to meet for a discussion, then we will determine the response time and notify you in writing. We will aim to provide a written response within 10 working days. We will let you know if it is likely to be longer than this, and keep you updated with the progress of your complaint. The written response will include an explanation of how the complaint has been considered, conclusions reached and how they may affect you. It will confirm any actions that need to be taken as a consequence of the complaint.

Complaining to the Independent Sector Complaints Adjudication Service
If you are not satisfied with the practice response, the practice is registered with independent healthcare providers. The service is managed by the Centre for Effective Dispute Resolution (CEDR). You can find out whether the organisation you have a complaint about is a subscriber and get their complaint forms on the ISCAS website.

If you are dissatisfied with the outcome
If you are not satisfied with your reply from the practice, then you have the right to approach the Parliamentary and Health Ombudsman who will undertake an independent investigation.
You can contact the PHSO by the following means: