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 an 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

If you wish to make a formal complaint, 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 to establish what happened. Formal complaints can be made in writing to the Complaints Managers:

• Dr. Sahar Shahbaz (Complaints Investigator)
• Ashley Morgan-Phillips (Admin Manager, 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 an advocate, or any other reasonable adjustments to facilitate the process.

What Happens After a Complaint is Made?

Once 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. If the complainant is not satisfied with the response, a meeting will be arranged to discuss the matter further.

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

Additional Support Organisations

If further assistance is required, the complainant can contact:

• NHS England
  • PO BOX 16738, Redditch, B97 9PT
  • Tel: 0300 311 2233
  • Email: england.contactus@nhs.net
• Greater Manchester Health and Social Care Partnership
  • 3 Piccadilly Place, London Road, Manchester, M1 3BN
  • Tel: 0113 825 5259
  • Email: england.gm-complaints@nhs.net
• Manchester Advocacy Hub
  • Gaddum Centre, 6 Great Jackson Street, Manchester, M15 4AX