Patient Services

Suggestions & Complaints

We strive to provide the best possible care to all our patients and we always welcome your views or suggestions to help us improve our service to you.

If you have any suggestions for us on how our service could be improved please speak with one of the reception staff who will be more than happy to make a note and pass it on to the relevant staff.

Since December 2014 the surgery has taken part in the national Friends and Family Test giving patients the chance to leave feedback after every consultation. Patients can leave feedback in person at the surgery, via text message after a reminder prompt, or email us via the contact page.

Feedback is reviewed regularly by staff and the Patient Participation Group. Please follow the link to our report for Family and friends test report Jan- Dec 2015.

 

COMPLAINTS

Complaints should be addressed to our Practice Manager, or to the Health Professional that you see.

Every complaint will be acknowledged in writing within 3 working days and it will be explained to you when you can expect a further response once an initial investigation has taken place.

We will try our best to fully understand every point of view and will notify you of the outcome.

If you’re not satisfied with this we will invite you to attend the surgery, with a friend if you would like to to discuss the complaint and the findings of our internal investigation.

Where necessary the practice will consider any internal action required to ensure a similar incident does not occur in the future.

If the complaint remains unresolved the complainant will be informed of his/her right to pursue the complaint with Healthcare Commission.

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Tel: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk

Independent Complaints Advocacy Manchester

The ICA provides practical support and information to people who want to make an NHS complaint. This might mean giving information so you can pursuea complaint by yourself or giving you the support of an experienced worker who can help you to make your complaint

Website Independent Complaints Advocacy

Telephone 0808 801 0390

Email manchesterica@carersfederation.co.uk

In writing or visit by appointment at Independent Complaints Advocacy
5th Floor Arthur House,
Chorlton Street,
Manchester,
M1 3FH

Information Leaflet

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