Feedback and Complaints

• Fill out a feedback form
• Take part in the Friends and Family Test
• Leave a review on Google
• Phone us on 0161 383 9975

You can also see how other patients think we're doing by viewing our Patient Survey results or our Friends and Family Test results.

We aim to provide the best possible care to all our patients. However, we understand things can go wrong, so if you are unhappy or concerned about the care you have received, please let us know.

You can make a complaint:

• In person
• By telephone
• In writing

Many concerns can be resolved quickly, especially if they are raised at the time with the staff member involved, so please contact us as soon as possible if you wish to make a complaint. This helps us to understand what happened and investigate properly. If you are unable to complain straight away, you should contact us within 6 months of:

• The event that caused the complaint; or
• The date you became aware of the issue (provided this is within 12 months of the incident)

To pursue a complaint please complete this form and the practice manager will deal with your concerns appropriately. 

Complaining on behalf of someone else

We follow strict rules about medical confidentiality. If you are making a complaint for another person, we need their written permission. This must be signed by the patient. Permission is not required if the patient is unable to give consent due to physical or mental illness.

How to complain

It will be a great help if you are as specific as possible about your complaint. Please take some time to sit down and think about this because we really want you to express what you want to say.

When you’re ready you can:

1. Talk to us
Either by phoning us on 0161 383 9975 or by asking at the desk to speak with a member of the management team.

2. Write to us
Complaints Manager, The Junction Surgery, 346 Grimshaw Lane, Middleton, Manchester, M24 2AU

3. Use the complaints form linked below

The Assistant Practice Manager, Jane Edwards, is responsible for managing complaints. Our aim is to resolve concerns as quickly and fairly as possible; while keeping you informed throughout the process.

What Will Happen Next

• We will acknowledge your complaint within 3 working days
• We may invite you to a meeting to discuss the issue, if this is helpful
• We aim to complete our investigation within 20 working days

If the investigation takes longer than this, we will let you know and explain why.

When we investigate your complaint, we aim to find out what happened and what went wrong. Where appropriate and if you wish, we will give you the opportunity to discuss the matter with those involved. We will ensure that you receive a clear apology where this is needed and identify any actions or changes to help prevent the problem from happening again.

Once the investigation is complete, we will provide a detailed written response. We hope that after receiving our response, or following any meeting, you will feel that your complaint has been taken seriously and dealt with thoroughly.

We hope that if you do have a problem with our Practice you feel able to raise your concerns directly with us so that we can try to put things right and improve the service we provide. However, if you do not feel that you can do this, you have a right to raise your concerns with NHS Greater Manchester (NHSGM). Please be aware that NHSGM cannot deal with any complaints that we as a practice have already responded to.

Patient Services
NHS Greater Manchester Integrated Care
Total Buildings
56 Oxford Street
Manchester
M1 6EU

Telephone: 0161 271 3980
Email: nhsgm.patientservices@nhs.net
Web: www.gmintegratedcare.org.uk

If you are dissatisfied with the outcome

If you are dissatisfied with the outcome of your formal complaint with us, you can escalate your complaint to the Parliamentary and Health Service Ombudsman (PHSO)

The Parliamentary and Health Service 
Ombudsman
Citygate
47-51 Mosley Street
Manchester
M2 3HQ

Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk