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If you have a complaint, concern or compliment about the experience you’ve had at St Luke’s Health Centre, or about one of the team at this centre then we want to know about it.

How to make a complaint

Initially you should try to speak to a member of the team caring for you. In many cases, it will be possible for them to sort out the problem straight away. Please contact the surgery on 0300 323 0819 and ask to speak to Lorna Salmon.

You can tell us about your concern or complaint in writing, in person, over the telephone or by email.

If you prefer to talk to someone not involved in your care or if you wish to make a formal complaint, you can raise the issue with the Customer Experience Team instead by calling 0300 303 9509* or writing to:

HCRG Care Group Customer Experience
The Health Business and Technical Park,
Runcorn,
Cheshire WA7 4QX

t: 0300 303 9509

You can also request copies of our complaints process and information about Patient Advice and Liaison Service by calling the team on 0300 303 9509, or accessing them online.

Other organisations you can contact

If you’d prefer, you can also complain to our commissioner for this service: NHS England.
 You can write to NHS England, PO Box 16738, Redditch, B97 9PT or call 0300 311 22 33*.

There are also various other organisations that can help you with your concern or complaint including Healthwatch and local advocacy services. Please call the Customer Services Team on 0300 303 9509* if you would like more information and details of how to contact these organisations.

Parliamentary and health service ombudsman

If you remain unhappy with our final response, you have the right to take your complaint to the Parliamentary and Health Service Ombudsman. However, they will only consider your case if it has been investigated thoroughly by the service provider. You should do this within twelve months of your complaint to us.
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP
Telephone: 0345 015 4033
Website: www.ombudsman.org.uk

*Calls to 03 numbers cost no more than a national rate call to an 01 or 02 number and must count towards any inclusive minutes in the same way as 01 and 02 calls.