Feedback and Complaints

Your views, ideas, experiences and opinions matter to us a great deal. That’s why we want to hear from our patients – good, bad or indifferent.

We work hard to provide a trusted and valued service to all of our 23,000 patients. If you have something good to say about us, it’s important that we hear it as we can let our staff and patients know!

We are aware, however, that sometimes things can go wrong, resulting in a patient feeling they have a genuine cause for complaint. If this is so, we would wish for the matter to resolved as quickly and amicably as possible.

We do ask that if you have any comments, suggestions or complaints you first get in touch with us so that we can discuss it with you. More often than not, we can resolve most issues quickly and/or make changes to our service to improve things for all of our patients.

We politely request that patients speak to us directly before posting comments online or on social media as it’s important that we are firstly given the chance hear your views and to resolve any issues which may be affecting you.

Our aim is to listen to our patients at every opportunity and take action wherever possible – so feel free to get in touch and please take our ‘Friends and Family Test’ available to complete on our website homepage and in the surgery. Feedback generated from the ‘Friends and Family Test’ helps give us an overall picture of how we are doing.

You’ll see that we have introduced a Practice Charter which outlines what you can expect from us in order to deliver our services effectively and we hope that this gives you some insight into our aims and objectives – and what we need from our patients in return.

We also have Patient Participation Groups – please let us know if you’d like to join these. We will be posting more information about these groups online over the coming months.

If you still feel that you’d like to make a formal complaint you can do so in writing by sending a letter or e-mailing the practice.  Our formal complaints poster is available to view below along with a list of contact e-mail addresses that you may submit a complaint to.

Complaints Poster PDF

Pendle Valley Mill [email protected]
Fairmore Medical Practice [email protected]
Accrington Victoria [email protected]