Suggestions and Complaints

Roe Lane Surgery always welcomes suggestions on how we can improve the services we offer. Suggestions can be made in person, by telephone or in writing.

Roe Lane Surgery endeavours to provide the best possible care for all our patients at all times.  If however, you are unhappy with any of the services we provide please do not hesitate to contact the surgery in person or by telephone and we will endeavour to rectify any problems or issues as soon as possible.

How to Complain

In the first instance, please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact the Practice Manager who will try to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint then please let us know as soon as possible in writing, ideally in a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

We endeavour to solve all problems in person or by telephone, but if you would like to make a formal complaint please put your complaint in writing and address it to:

Claire Pearce (Practice Manager & Complaints Manager), Roe Lane Surgery, 172 Roe Lane, Churchtown, Southport, PR9 7PN.

For further information please take a look at our Patient Complaint Leaflet.

Patient Advisory Liaison Service (PALS)

PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally.

Your local PALS office can be contacted on: 0800 218 2333

For information on feedback and complaints to NHS England, please visit the link below:

https://www.nhs.uk/nhsengland/complaints-and-feedback/pages/nhs-complaints.aspx