We Value Your Feedback
At Riverside Family Practice, we strive to provide high-quality care and services to all our patients. If you have concerns or are dissatisfied with any aspect of our service, we encourage you to share your feedback. Your complaints help us improve and maintain the best possible care for our patients.
How to Make a Complaint
We aim to handle complaints in a fair, effective, and timely manner. If you wish to make a complaint, please follow the steps below:
Speak to a Member of Staff
- Many concerns can be resolved quickly by speaking directly with a member of our team.
- Our staff are trained to listen and address your concerns where possible.
Submit a Formal Complaint
If your issue is not resolved informally, you can make a formal complaint by:
- Writing to the Practice Manager at Riverside Family Practice, St Peters Centre, Burnley, BB11 2DL
- Emailing us at riverside.familypractice@nhs.net
Please provide details of your complaint, including relevant dates, times, and names of those involved, if applicable.
What Happens Next?
- We will acknowledge your complaint within 5 working days.
- A thorough investigation will be conducted.
- We aim to provide a full response within 30 working days. If more time is required, we will keep you informed.
Who Can Complain?
- Patients themselves
- A representative (such as a family member or carer) with written consent from the patient
- A parent or guardian on behalf of a child
Further Support & Escalation
If you are not satisfied with our response, you may escalate your complaint to:
NHS England:
Parliamentary and Health Service Ombudsman:
Confidentiality
All complaints are handled with strict confidentiality and will not impact your care in any way.
Thank You for Helping Us Improve
We appreciate your feedback and are committed to improving our services for all patients.