We are always working to improve the services we provide to you and we are keen to receive feedback from all of our patients to help us do this.
Compliments and suggestions
It is always nice to hear when patients are happy with their experience at the practice or if you have any suggestions for us.
If you would like to leave a message for the team or a particular team member, please let us know verbally or by email: nencicb-cu.workingtonqueries@nhs.net
Complaints
Every patient has the right to make a complaint about their experience at the practice. We understand that we may not always get everything right. By telling us about the problem that you have encountered, we will be able to improve our services and patient experience.
Complaints can be made verbally, in writing, or by email (nencicb-cu.workingtongpcomplaints@nhs.net) within 12 months from the occurrence giving rise to the complaint or 12 months from the time you became aware of the matter you wish to complain about. If you call the practice and a manager is not available to speak to you, our reception team will take your details so that we can get in touch with you.
We aim to acknowledge complaints within three working days. We will investigate the concerns and aim to provide a full response with details of the outcome of the complaint within six to eight weeks.
We are happy to respond to a complaint made on behalf of someone else, however, to allow us to do so, the patient must provide written consent for this.
We will always ensure that complaints are investigated with the utmost confidentiality. Any documents relating to a complaint are held separately from the patient’s medical record.
