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Comments, Concerns & Complaints

Feedback and Complaints

At St Helens South PCN, we welcome feedback about your care and experience. Your comments, concerns and complaints help us improve our services and ensure patients receive safe, high-quality care.

If you are unhappy with any aspect of the care, treatment, or service you have received, we want to hear from you so we can work towards resolving the issue fairly, sensitively, and promptly.

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A clinician listening to a patient during an appointment

Our Complaints Procedure

We aim to make our complaints process:

  • Easy to access
  • Fair and transparent
  • Confidential
  • Responsive and supportive

Who can complain?

  • Patients
  • Carers
  • Family members
  • Representatives acting on behalf of a patient

Complaints may relate to

  • Care or treatment received
  • Staff attitude or behaviour
  • Communication issues
  • Delays or access to services
  • Administrative concerns
  • Any aspect of the service we provide

How to make a Complaint

You can raise a complaint:

All complaints are acknowledged within three working days and handled in accordance with NHS Complaints Regulations and the St Helens South PCN Complaints Policy.

What Happens Next?

Stage 1 - Local Resolution

  1. Your complaint is received and logged.
  2. The complaint is investigated by the appropriate manager.
  3. We keep you updated throughout the process.
  4. A written response is provided, explaining our findings and any actions taken.
  5. Where appropriate, we will apologise and explain any learning or service improvements resulting from your complaint.

If you are not satisfied

If you remain dissatisfied after receiving our final response, you may contact the Parliamentary & Health Service Ombudsman for an independent review.

Parliamentary & Health Service Ombudsman
Website: ombudsman.org.uk
Telephone: 0345 015 4033