Dr Maassarani & Partners

Towerhill Surgery, Ebony Way, Kirkby, Merseyside L33 1XT

Compliments, Concerns and 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 make a complaint then we ask that you contact us as soon as possible after the cause of the complaint. 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 by the following means:

  1. Post: write to NHS England, PO Box 16738, Redditch, B97 9PT
  2. Email: write ‘for the attention of the complaints team’ in the subject line and send your email to contactus@nhs.net
  3. Telephone: contact 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding Bank Holidays).

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.

You can contact the PHSO by the following means:

  1. Post: write to The Parliamentary and Health Service Ombudsman, Millbank Tower, 30 Millbank, London, SW1P 4QP
  2. Email: write to enquiries@ombudsman.org.uk
  3. Telephone: contact 0345 015 4033