We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
Giving feedback
To provide feedback:
- fill out a feedback form
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 0161 205 4364 or visit the surgery
Making a complaint
Complaints Policy
If anyone is dissatisfied with the service they have received from the practice, they can make a complaint. The practice believes that all comments, suggestions and complaints are useful in helping patients express concerns and in supporting the practice to monitor and improve the quality of care we provide.
Our Objectives
- To protect those working in the practice from verbal and physical abuse.
- To allow patients to express concerns when they feel that the practice has not provided the highest standard of care.
- To ensure that patients receive and explanation of what happened and, where appropriate, an apology.
- Where possible, to use information gained from complaints to improve our working practice.
Procedure
Some patients may make direct comments to the responsible member of staff if they feel they have a complaint. In these instances, staff will often be able to explain or apologise without anyone else being involved. If the complainant is satisfied with the explanation, no further action will be taken, and the complaint will not be logged. However, the practice will distinguish between a formal and informal complaint. If the complaint is not resolved immediately, the complainant will be advised to put the complaint in writing.
Making a Formal Complaint
Patients have the right to make a complaint either directly to the practice or to NHS Greater Manchester Integrated Care Board.
If you wish to make a formal complaint to the practice, please do so as soon as possible, ideally within 12 months of the incident or within 12 months of discovering the issue. This helps the practice establish what happened.
The responsible person for complaints is Dr Sahar Shahbaz.
The Complaints Manager is:
- Dr Sahar Shahbaz (Complaints Investigator)
- Admin Manager (Admin Support)
When making a complaint, it is helpful to provide precise details, including the date and time of the incident and the names of those involved.
Complaints on Behalf of Someone Else
Strict confidentiality will be maintained if someone is making a complaint on behalf of another person. We must have written permission from the patient, or their legal representative, to proceed with the complaint. In cases where a patient cannot sign the form due to medical reasons, we will assess whether it is in their best interest to proceed.
Complaints from Patients Who Need Assistance
If a complainant is unable to write their complaint or requires reasonable adjustments to do so, the practice will make provisions to assist them in submitting their complaint. This may include support in writing the complaint, providing and advocate, or any other reasonable adjustments to facilitate the process.
What Happens After a Complaint is Made?
One the complaint has been received; we will acknowledge it within three working days.
We will aim to:
- Find out what happened and what went wrong.
- Enable the complainant to discuss the issue with those concerned (if they wish).
- Where appropriate, offer an apology.
- Identify what can be done to prevent the issue from happening again.
We aim to inform the complainant of the outcome within 28 working days of receiving the complaint. Where this is not possible, we will agree a reasonable timescale with the complainant and keep them informed of progress.
External Review
If the issue cannot be resolved, complainants have the right to request an independent review by the Parliamentary and Health Services Ombudsman within 12 months of receiving our final response
The contact details for the Ombudsman are:
- Website: www.ombudsman.org.uk
- Helpline: 0345 015 4033
- Postal Address: Millbank Tower, Millbank, London, SW1P 4QP
Patients may also choose to make a complaint directly to NHS Greater Manchester Integrated Care Board
- Website: Patient Services | Greater Manchester Integrated Care Partnership
- Phone: 0161 271 3980
- Postal Address: NHS Greater Manchester, The Tootal Buildings, 56 Oxford St, Manchester, M1 6EU
Additional Support Organisations
Patients can free independent NHS complaints advocacy support. Details can be obtained from the practice or via the local authority advocacy service.
Review date: March 2026
Review due: March 2027