Making a Complaint
Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first with Deane Clinic Complaint Officer or Practice Manager.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, giving as much detail as you can, as this helps us to establish what happened more easily. In any event, this should be:
- Within 12 months of the incident,
- or within 12 months of you becoming aware of the matter
If you are a registered patient you can complain about your own care. You are not normally able to complain about someone else’s treatment without their written authority. See the separate section in this leaflet for what to do in this case.
We are able to provide you with a separate
complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this. You can provide this in
your own format providing it covers all of the
necessary aspects.
Send your written complaint to:
Complaint Officer, Deane Clinic, Horsfield Street, Bolton, BL34LU
You may also make your complaint directly to NHS England, who commission our service:
By telephone: 03003 11 22 33
By email: england.contactus@nhs.net
By post: NHS England, PO Box 16738, Redditch, B97 9PT
OR
Care Quality Commission
By telephone: 03000616161