Complaints, Comments and Compliments

We aim to provide patients with the best care we can, but we will sometimes fall short of the mark. If you have any compliments, comments, concerns or complaints about our service, we want to hear about it.

We would encourage you to speak to whoever you feel most comfortable with – your doctor, a nurse, a receptionist or manager – but if you prefer to give your feedback in writing, please send it to our Practice Manager.

If you have a complaint to make, please don’t be afraid to say how you feel. We welcome feedback to help us to improve our standards and you will not be treated any differently because you have complained. We will just do our best to put right anything that has gone wrong. Alternatively, you have the right to approach NHS England and raise your complaint directly with them.

Our complaints procedure is designed to try and ensure that we settle any complaints as quickly as possible.

If you have complained in writing, online or by email, we will normally acknowledge your complaint within 3 working days and aim to investigate and respond to your complaint as soon as is practicable. If there is any delay with the investigation, we will keep you informed of progress.

Our internal investigation will often involve a review of our information, systems and processes as well as interviews with the clinician or staff member involved.

If your complaint is about a clinical issue, we may also hold a meeting with all the Practice clinicians to discuss the issues that you raise and see what can be done differently, as necessary.

When we look into your complaint, we will aim to:

  • Find out exactly what happened and why things appeared to go wrong
  • Make it possible for you to discuss the problem with those concerned, if you would like to do this
  • Make sure you receive an apology, where appropriate
  • Identify what we can do to make sure the problem doesn’t happen again

At the end of the investigation we will formally respond to you, either verbally or in writing – as appropriate and as you request.


Like most organisations, we really appreciate it when you take the time to let us know when we’ve done something that impresses/pleases you. We feel we often go the extra mile for our patients – but it’s good to know when that is recognized. We’re all much more likely to give feedback when things go wrong so it’s really special when we hear from someone who just wants to compliment us. If you have a “good news” story about the Practice or want to compliment a particular member or group of staff, please let us know. Again, you can contact us in whatever way is easiest for you.

You can also give feedback about Calvary Health Centre on the NHS Choices website.

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Contact Us

Calvary Health Centre
1 Pilch Bank Road
L14 7PH
Tel: 0151 228 4369
Fax: 0151 295 8860