All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working in Willow Wood Surgery in the 2021/22 financial year was £101,677 before tax and National Insurance. This is for 1 full time GP  and 1 locum GP who worked in the practice for more than 6 months.

How to make a complaint about primary care services is changing

You have the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the NHS Constitution on GOV.UK.

From 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner is changing.

 By primary care services we mean GPs, dentists, opticians or pharmacy services.

There are two ways you can make a complaint:

• You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery.

• You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received.

After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact NHS Cheshire and Merseyside integrated care board instead of NHS England.

You can do this by:

• Telephone: 0800 132 996

• E-mail: [email protected]

• Writing to us at:  Patient Experience Team, No 1 Lakeside, 920 Centre Park Square, Warrington, WA11QY.

If you want to make a complaint directly to the provider of the primary care service, you still can – that does not change on the 1 July 2023.

Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that NHS Cheshire and Merseyside is now handling their complaint with confirmation of their case handler.

Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler.

Find out more about how to feedback or make a complaint about an NHS service 

– To be accessible to all our patients and to give extra help to those who need it.
– To provide a friendly, caring service and to work in partnership with patients; helping them to improve their health and well-being.
– To be innovative in delivery of care through the use of technology.
– To rapidly respond to our patients’ needs, providing same-day care wherever possible.
– To provide evidence-based practice and monitor our care.
– To safeguard children and vulnerable adults and ensure that all our staff receive appropriate training.
– To seek out the views of our patients and act on these to improve services.
– To be good employers, and to make sure that our staff and patients are safe in the surgery.

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It is our intention to give you the best possible service. We don’t always get it right and feedback from our patients is important if we are to improve our service.

If you have any suggestions, comments or complaints please contact Business Partners. Business Partners can be contacted by email [email protected] or our reception staff can arrange for you to see them.

We aim to sort most problems easily and quickly and will always invite you to come in and talk to us about your concerns. However, we do have a practice complaints procedure which is available from Reception or can be emailed to you by Business Partners if required.

We very much hope you will feel we have taken your concerns seriously and have helped to clarify events and resolve your complaint satisfactorily. However, you do have the right to complain to the Parliamentary and Health Service Ombudsman (PHSO) at [email protected] if you remain unhappy or telephone 0345 0154 033. The PHSO would normally expect any request to be lodged within 12 months. However, you are encouraged to make the approach as soon as possible after the completion of local resolution.

We are obliged to inform you that you are entitled to seek assistance from the NHS Complaints Advocacy Service Healthwatch who can be contacted on 0118 937 2295.

Complaints regarding care received from the Mid Cheshire Hospitals Trusts are dealt with by Customer Care Team Leighton Hospital/Victoria Infirmary Northwich:
Tel: 01270 612410 [email protected]

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