Contact the practice
Rosegrove Surgery
225-227 Gannow Lane
Burnley
Lancashire
BB12 6HY
Telephone: 01282 911680
Out of Hours: 111
Email: Rosegrove.surgery@nhs.net
Get DirectionsOpening Times
| Monday | 8:00am to 6:30pm |
| Tuesday | 8:00am to 6:30pm |
| Wednesday | 8:00am to 6:30pm |
| Thursday | 8:00am to 6:30pm |
| Friday | 8:00am to 6:30pm |
| Saturday | Closed |
| Sunday | Closed |
If you need help when we are closed
If the surgery is closed and your problem cannot wait until surgery re-opens call 111 for advice.
MINOR INJURIES UNIT
Accrington Victoria Hospital
Minor injuries deal with problems such as suspected fractures, cuts, bruises, minor eye problems, burns, scalds and strains.
URGENT CARE CENTRE
Burnley General Hospital
Urgent care centres are for serious conditions such as suspected broken bones or breathing difficulties which need immediate care but are not life threatening. They are NOT for dental problems, cold symptoms, up-set stomachs or to get prescriptions
ACCIDENT AND EMERGENCY/999
Calling 999 or going to A & E (Royal Blackburn Hospital) is for people who are seriously ill or whose life is in danger.
Physical accessibility
Our surgery is accessible to patients with mobility needs. We have step-free access, an accessible toilet. If you require additional support when visiting us, please let our reception team know in advance so we can assist you.
How to make a complaint
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Rosegrove Surgery.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible. Alternatively, ask to speak to the Practice Manager, Jenna Bradley but note this may need to be a booked appointment.
How can I make a complaint?
A complaint can be made verbally or in writing, by letter or email. A complaints form is available from reception. Additionally, you can complain via email to rosegrove.surgery@nhs.net
It is suggested that PHSO guidance is followed when producing a letter using AI tools.
I want to complain to a third-party
If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint.
They will contact us on your behalf:
Lancashire & South Cumbria ICB
Level 3, Christ Church Precinct
Fishergate Hill
Preston
PR1 8XB
0800 373 3550
If a data complaint, you may complain directly to the Information Commissioner’s Office about a data breach.
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The Practice Manager will respond to within three business days to acknowledge your complaint.
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.
Investigating complaints
We will investigate all complaints effectively and in conjunction with extant legislation and guidance. Lengthy, or complex complaints will, by nature take longer to respond to.
Confidentiality
We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
We allow third parties to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.
Final response
We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.
