If you have a complaint or concern about the service you have received from the GPs, Practice Nurse or any of the staff working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.
HOW TO COMPLAIN
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible - ideally within a matter of a few days - as this will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager to ensure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
Alternatively, you may ask for an appointment at a mutually convenient time with the Practice Manager in order to discuss your concerns. He/she will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.
All formal complaints must contain the signature of the patient or their official representative to indicate that the contents are a true representation of their complaint.
COMPLAINING ON BEHALF OF SOMEONE ELSE
We keep strictly to the rules of medical confidentiality (a leaflet giving more detail on confidentiality is available on request). If you are not the patient, but are complaining on their behalf, you must have their written permission to do so. An authority signed by the person concerned will be needed, unless they are incapable of providing this because of illness or infirmity. A Third Party Consent Form can be obtained from reception.
WHAT WE WILL DO
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will:
- find out what happened and what went wrong.
- make it possible for you to discuss the problem with those concerned, if you would like this.
- make sure you receive an apology, where this is appropriate.
- identify what we can do to make sure the problem doesn’t happen again.
You will receive a final letter setting out the result of any practice investigations
ALTERNATIVES, OR TAKING IT FURTHER
We hope that, if you have a problem, you will use our Practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice, however this does not affect your right to approach the local Complaints Team. If you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. You should contact:
the NHS England Contact Centre.
Telephone: 0300 3112233
Write to: NHS Commissioning Board, PO Box 16738, Redditch B97 9PT
Opening hours 8am to 6pm, Monday to Friday excluding bank holidays
If you wish to contact NHS North, Central or South Manchester Clinical Commissioning Group about a service they commission (purchase), you should contact Patient Services.
Telephone: 0161 212 6270
Write to: 3rd Floor, St James House, Pendleton Way, Salford, M6 5FW
Opening hours 9am to 5pm
Monday to Friday excluding bank holidays. A confidential answerphone is available outside these times.