As a practice, we always want to improve, and we can only do this by collecting the views and opinions of our patients and their carers. Both positive and negative feedback are important to us because they help us enhance our service quality and transparency. We encourage all of our patients to provide feedback after they have made any form of contact with us, be it via the telephone, at reception, via SMS, or during a consultation.
We collect feedback in various ways and these are as follows:
The NHS Friends and Family Test (FFT)
The NHS Friends & Family Test (FFT) is a simple and quick way for you to give feedback on the care and treatment you receive at our practices. Your responses help us to gauge patient satisfaction and identify areas for improvement.
You can provide your feedback in several ways:
Digital Form
Complete the FFT survey online by using the digital form available by clicking on the box below:
Digital Friends and Family Test Form
Alternatively, you can complete the NHS Friends & Family Test (FFT) using one of the following resources:
Friends and Family Test Cards
Fill in a Friends and Family Test card during your visit to the practice. These cards are available at all of our practice locations. If you require assistance to
In Practice QR Codes
Scan the QR codes available in our practices to access the NHS Friends and Family Test survey on your mobile device.
If you need assistance completing the in-practice form or using the QR code, please do not hesitate to contact a member of our practice team who will always be happy to help.
Kaprice, is our new digital assistant, designed to help you with a variety of practice-related services. Kaprice is available 24/7 to assist you with booking appointments, accessing medical records, and providing information on our services.
Additionally, you can leave feedback directly with Kaprice, making it easier than ever to share your thoughts and experiences with us. We’re committed to making your interactions with Primary Care Knowsley as convenient and efficient as possible, and Kaprice is here to help every step of the way.
Healthwatch Knowsley
Healthwatch Knowsley is an independent organisation dedicated to gathering and representing the views of patients and the public. They work to ensure that health and social care services are meeting the needs of the community.
By providing feedback to Healthwatch Knowsley, you can influence how services are delivered in your area. They offer a platform for you to share your experiences and ensure your voice is heard. To learn more about Healthwatch Knowsley and how you can contribute, visit their website here.
NHS Choices
NHS Choices is the UK’s largest health website, providing comprehensive information on health conditions, treatments, and services. It empowers patients to make informed decisions about their health and care.
One of its key features is the ability for patients to leave feedback about their experiences with NHS services. By visiting the NHS website, patients can search for their local health providers, such as GP practices or hospitals, and leave reviews based on their personal experiences.
This feedback is invaluable as it helps to improve service quality, enhances transparency, and aids other patients in making informed choices about their care.
To leave a review, simply click here.
Complaints
We welcome any comments you may have on the services we provide, whether that is a compliment, a concern or a complaint. Our aim is to provide the best possible care and treatment for you and understand that although we strive for excellence, occasionally things may go wrong or may not be how you would like.
If you wish to complain
If you wish to make a complaint then we ask that you contact us first as soon as possible after the cause of the complaint.
We welcome all feedback and complaints are often a chance to hear directly from patients and work together to improve service.
To complain you can:
1. You can call us on 0151 902 0020
2. You can email [email protected]
3. You can post your complaint and mark it for the attention of:
Practice Operations Manager
Cornerways Medical Centre
North Huyton Primary Care Centre
Woolfall Heath Avenue
Huyton
L36 3TN
We will usually only investigate complaints that are made within 12 months of the cause of the complaint, however, the time limit can be waived if there are good reasons you could not have complained sooner.
You are able to complain verbally or in writing; if you make a verbal complaint then the complaint shall be recorded and a copy of the written record given to you.
We will acknowledge your complaint within 3 working days and offer to meet you to discuss the complaint, at a time to suit you. We will advise you of how we will investigate your complaint and the likely time for the investigation. If you do not wish to meet then we will aim to provide you with a written response within 10 working days.
Alternatively, you can register your complaint directly with NHS England. Please click here to find out how.
If you are not satisfied with your reply from NHS England then you have the right to approach the Parliamentary and Health Ombudsman who will undertake an independent investigation. Please click here to find out how best to approach the PHSO.