Complaints

How to complain

We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be resolved in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally within a matter of days or at most a few weeks, as this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

• within 12 months of the incident that caused the problem, or
• within 12 months of discovering that you have a problem

Complaints should be sent to: tgccg.complaints.medlockvalemedical@nhs.net

Alternative route to making a complaint

If you do not wish to complain directly to the Practice, you can make your complaint to NHS England and they will contact us. Please note, you cannot complain to the Practice AND to NHS England.

NHS England, PO Box 16738, Redditch B97 9PT

email: england.contactus@nhs.net (subject line ‘for the attention of the complaints team’)

What we will do

All complaints are logged and will be investigated in order to provide an appropriate response. Complaints are dealt with on a case by case basis. NHSE guidelines do not specify a set timeframe for complaints handling, but we endeavour to deal with all complaints in a timely manner. Where investigations are more complex, we will advise complainants that this is the case. Please note that we ensure patient confidentiality is maintained in line with Data Protection Regulations, therefore if you are complaining on behalf of someone else, we will require their consent before investigations are carried out. When we look into your complaint, we will aim to:

• Find out what happened and identify any failings
• Provide details of the investigation, findings and outcome

Help and Support

Complainants can seek help and support from the local advocacy service:

Greater Manchester ICA, 71 London Road, Liverpool, L3 8HY.

Telephone: 0808 801 0390. E-mail: manchester@carersfederation.co.uk

Unresolved Complaints

The Parliamentary and Health Service Ombudsman makes final decisions on unresolved complaints about UK Government departments and their agencies, including the NHS in England. It is an independent service which is free to use. Tel: 0345 0154033 or email phso.enquiries@ombudsman.org.uk

Violent or Abusive Patients

The Practice operates a Zero Tolerance Policy. Patients who behave in a violent or abusive manner will be removed from the list with immediate effect.