Complaints Policy

Making a complaint

We aim to provide you with the best possible medical service. At times you may feel that we have not achieved this and want to make your feelings known. Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

Where we are not able to resolve your complaint in this way you can make a formal complaint. We prefer you do this in writing, as soon as possible after the event. Complaining quickly helps us to establish what happened more easily.

When making a complaint, you can choose to complain to either of the following:

The healthcare provider

Please use our complaints form, contact us by telephone or write to us.

West Gorton Medical Centre
2 Clowes Street
West Gorton
Manchester
M12 5JE

The commissioner

For the purpose of complaints about a GP practice, the commissioner is NHS Greater Manchester ICB.

You can complain or give feedback:

NHS Greater Manchester ICB
Tootal
56 Oxford Street
Manchester
M1 6EU
Visit the NHS Greater Manchester ICB website

Making your complaint

You should make your complaint within 12 months of the incident or within 12 months of the matter coming to your attention. This time limit can sometimes be extended as long as it is still possible to investigate your complaint.

Anyone can complain, including young people. A family member, carer, friend or your local MP can complain on your behalf with your permission.

What can I expect if I complain?

You should:

• have your complaint acknowledged and properly looked into;
• be kept informed of progress and told the outcome;
• be treated fairly, politely and with respect;
• be reassured that your care and treatment will not be affected as a result of making a complaint;
• be offered the opportunity to discuss the complaint with a complaints manager;
• expect appropriate action to be taken following your complaint.

If you’re considering making a complaint but need help

Many issues can be resolved quickly by speaking directly to our team. If you would find it helpful to talk to someone who understands the complaints process first then you can get some guidance and support from the following services.

An advocate can help you to write a complaint letter and attend meetings with you, but cannot make the complaint for you or give medical or legal advice.

You can get advice from an NHS complaints advocate at any stage of the process. If you decide you need some support, it’s never too late to ask for help.

Supporting people with a learning disability or autism

NHS England, the health, local government and social care Ombudsman services and others are leading a project called Ask Listen Do. This is about making it easier to give feedback, raise a concern or complain if you or someone you support has a learning disability, autism or both.

The Ask Listen Do webpages include information and films for autistic people and people with a learning disability, as well as families and organisations in health, social care and education.

Find out more by visiting the NHS England - Ask, Listen, Do

The NHS Constitution

The NHS Constitution sets out your rights as a patient, and explains the commitments the NHS has made to providing you with a high-quality service. Organisations providing NHS care must take account of the NHS Constitution when treating you, so you may find it helpful to refer to it if you are thinking about making a complaint.

Read the NHS Constitution for more details

What you need to provide

Provide as much information as possible to allow NHS England to investigate your complaint. Include the following:

• your name and a valid email or home address for reply;
• a phone number in case we need to contact you for additional information;
• the name, location, and postal address (if you know it) of the service you want to complain about;
• a clear description of what you want to complain about and when this happened;
• any relevant correspondence.

Consent

If you are complaining on behalf of someone else, we will need their consent to proceed with the complaint. We will contact you about this.

What happens next?

You complaint will be acknowledged no later than the third working day after the day it is received.

Investigating the complaint

The complaint will be investigated and you will receive the findings of the investigation along with an apology. You will also receive an explanation of any lessons learned or changes that will take place as a result of the findings of the investigation.

How long will it take?

This will depend on what your complaint is about and how complex it is. Communication with you is important and we will keep you updated throughout the process.

Unhappy with the outcome of your complaint?

If you are not happy with the way your complaint has been dealt with and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman (PHSO) which makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.

To take your complaint to the Ombudsman, visit the Parliamentary and Health Service Ombudsman website or call 0345 015 4033.

Confidentiality

All complaints must be treated in the strictest confidence.

Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.

The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.

The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.