Contact

Complaints, Comments and Compliments

Whether we’ve got something right, or could have done something better, we would like to hear what you think of our services.

You can also give your feedback via the following methods:

• Fill in our friends and family test by clicking this link: https://theorchardsurgery.nhs.uk/friends-and-family-test/
• Email cmicb-wi.gatekeeper-n85047@nhs.net
• Phone 0151 334 2084
• Write to us:

FAO Jennine Edge and Victoria Ward

The Orchard Surgery

Bromborough Village Road

Bromborough

Wirral

CH62 7EU

Essential information 

Complaints
With complaints it is far easier to find out what happened and put things right if tell us straight away. As time passes it becomes more difficult to investigate events fairly and fully as people’s memories fade or there may have been workforce changes. For these reasons, we ask you to contact the surgery as soon possible.

What the Surgery considers to be a complaint

A complaint can be many things, and some possible situations are listed below. For example, you could be dissatisfied about:

• The standard of service received from us
• Our response to a request for service
• Our actions
• The behavior of a member of staff

How we will deal with your complaint

When we receive a complaint, it will be sent to the Practice Business Manager who will acknowledge your correspondence. They will then speak with the team and coordinate a more detailed response. We aim to reply to your complaint within 10 working days. If, for any reason, it may take longer we will let you know.

You will be offered the option to meet face to face with the Practice Manager and/or GP to talk through your complaint.

You may feel you need independent support or help to make your complaint. There is an independent advocacy service available in Wirral, and we will be able to signpost you to organisations that may be able to help you.

What happens if you are not happy with the response from the service team?
You can contact us if you wish to take the matter further. We will talk to you about your reasons, and will discuss and agree the best way to take your complaint forward.

Compliments and comments

It is also important for us to know about things that are going well or how the service can be improved, and to be able to give staff positive feedback. When we receive your compliment, we will pass your thanks on to all the people concerned.