Practice Complaints

Practice Complaints Policy

If you have any complaints about a staff member or the service you have received we would be happy to deal with them. Complaints can be made in person, telephone or in writing to the Practice Manager or one of the Doctors at the surgery address above.

All complainants will be treated in a fair, respectful and sympathetic manner. Patients who complain about the care or treatment they have received have a right to expect a prompt, open, constructive and honest response. This will include an explanation of what has happened, and where appropriate, an apology. Please be assured that we will not allow a patient’s complaint to prejudice the care or treatment they receive. The practice will not discriminate against complainants. Verbal complaints will be brought to the attention of the Practice Manager by the member of staff to whom they are made. The Practice Manager will meet with and discuss the complaint with the complainant.

All complaints will be dealt with promptly. Written complaints will be responded to within 3 working days. A full reply to the complaint will endeavour to be made within 10 days but may take longer for complex matters. The Doctors will be informed about complaints made about a member of staff. Such complaints will be investigated by the Practice Manager who will interview the staff member. The complainant will be offered the chance to discuss the response to the complaint with the Practice manager and/or one of the Doctors.

You have the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the NHS Constitution on GOV.UK. 

From 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner is changing.  

 By primary care services we mean GPs, dentists, opticians or pharmacy services. 

There are two ways you can make a complaint: 

• You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery.   

• You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received. 

After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact Greater Manchester integrated care board instead of NHS England. 

Details of how to do this can be found at the following website, under the ‘Local area feedback and complaints’ section:

https://gmintegratedcare.org.uk/have-your-say/contact-us/

Manchester

Complaints,
Manchester – NHS GM,
Manchester Feedback and Complaints Service
PO Box 532
Town Hall
Manchester, M60 2LA

Email:
This email address is being protected from spambots. You need JavaScript enabled to view it.

If you want to make a complaint directly to the provider of the primary care service, you still can – that does not change on the 1 July 2023.

NHS England’s Customer Contact Centre will still deal with general enquiries from patients, such as ‘how do I get a GP or Dentist’. For such general enquiries, patients can still call 0300 311 22 33.

Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler. 

Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler. 

If you have any queries, please contact 0113 825 4781 until 30 June 2023, and 0161 357 1599 from 3 July 2023 onwards.

Find out more about how to feedback or make a complaint about an NHS service 

If you are not satisfied with the outcome of  your complaint you may talk further with the ombudsman at the following email address:

This email address is being protected from spambots. You need JavaScript enabled to view it.  

or visit the following website

https://www.ombudsman.org.uk/making-complaint

Wellfield Medical Centre 2022

• Next >