Compliments, Comments, Concerns and Complaints

We aim to provide patients with the best care we can, but will sometimes fall short of the mark. If you have any compliments, comments, concerns or complaints about our service, we want to hear about it.

We would encourage you to speak to whoever you feel most comfortable with - your doctor, a nurse, a receptionist or manager - but if you would prefer to give feedback in writing, please send it to the below address.

If you have a complaint to make, please don't be afraid to say how you feel. We welcome feedback to help us improve our standards and you will not be treated any differently because you have complained.

Send your written complaint to our Practice Manager Brian Smith:

Olive Family Practice

Pikes Lane HC

Deane Road

Bolton

BL3 5HP

We are able to provide you with our complaint leaflet (Click here for Complaints Leaflet) and complaints form (Click here for Complaints Form)to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Signing of third party consent will need to be witnessed by a staff member and photo ID shown. Forms are also available from reception at any of our sites. You can make a complaint in your own format providing this covers all the necessary aspects. Please make your complaint as specific and precise as possible

If you do not wish to complain to us directly you can make a complaint to:

GMICB 

https://gmintegratedcare.org.uk/have-your-say/contact-us/

Bolton PALS

You may also approach PALS for help or advice;

The Patient Advice and Liaison Service (PALS) is based at NHS Bolton and provides confidential advice and support, helping you to sort out any concerns you may have about the care we provide.  PALS also provides information on the different services available from the NHS

Telephone 01204 390193 during office hours

E-mail         PALS@bolton.nhs.uk

Ombudsman

If you are not happy with the response from this practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.

Complaints Helpine: 0345 015 4033

Textphone (Minicom): 0300 061 4298

Website: www.ombudsman.org.uk

Address: Millbank Tower, Millbank, London SW1P 4QP

Contacting the Care Quality Commission

If you have a genuine concern about a staff member or regulated activity carried on by this Practice then please contact the Care Quality Commission directly;

Telephone: 03000 616161

Website: http://www.cqc.org.uk