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 2 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.

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 write to the Patient Advice and Liaison Service (PALS) at: 

Manchester PALS & Complaints Team

Higher Openshaw Primary Care Centre

Room 3, 1st Floor

Ashton Old Road

Openshaw

Manchester

M11 1JG

Wellfield Medical Centre 2018

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