Suggestions, Comments and Complaints

If you have a comment, concern or complaint about any staff member or aspect of service then please let us know.

How to complain

We handle complaints in line with the NHS complaints procedures.

We hope that most problems can be resolved at the time between those parties concerned. Please ask to speak with the Practice Manager at the time of the incident. However, if this is not possible then you can phone or write to the practice manager as soon as possible. Prompt contact will enable us to investigate the matter more easily.

There are some time limits for reporting any issues. Complaints should be reported within twelve months of the incident, or within twelve months of becoming aware of the incident.

Please be as precise as possible when documenting your complaint. Vague statements such as “they were rude on the phone” are very difficult to investigate or evidence afterwards. Give examples of things that were said that you considered to be rude.

What we will do

We must acknowledge receipt of your correspondence within three working days of receiving it.

Our acknowledgement will offer you the opportunity to discuss how we will handle your complaint and provide the date by which we will respond in full.
Our investigation will allow for the following points.

  • To find out why the incident occurred and how;
  • To make it possible for you to discuss the complaint with those concerned if you would like this;
  • To provide an apology if and when appropriate;
  • To inform you of our plans to prevent similar incidents occurring in the future.

Complaining on behalf of someone else

Please note that we are unable to divulge patient details to any third party without prior written consent of the patient.

Therefore if you are complaining on behalf of someone else, you must provide a letter of authorisation from the person concerned, unless they are incapable of doing this (eg due to illness). If you cannot provide consent then please contact us for advice.

Complaining to someone outside the practice

We hope that you will use our internal complaints procedure and allow us to resolve your complaint. However, under NHS complaints procedures you can raise your concerns with the commissioner of the service. Both NHS England and Central Manchester Clinical Commissioning Group (CCG) commission us to provide services. You can contact them using the details below.

NHS England Contact Centre
NHS Commissioning Board
PO Box 16738
B97 9PT
0300 311 2233
Opening hours 08:00 to 18:00 Monday to Friday excluding bank holidays.

Patient Services
NHS Central Manchester Clinical Commissioning Group
3rd Floor
St James House
Pendleton Way
M6 5FW
0161 212 6270
Opening hours 08:00 to 17:00 Monday to Friday excluding bank holidays. A confidential answerphone is available outside these times.