Feedback & complaints

Chorlton Family Practice: Comments, complaints and suggestions

Our aim is to provide the highest level of care for all our patients.  If there is any way that you think that we can improve the service we provide, please let us know.

Giving Feedback

We discuss your feedback at practice meetings, should your feedback be a complaint (where you would like a response) – please use our complaints form below

To provide feedback:

Making a complaint

If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know by submitting a Complaints form.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out 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. 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 6 months of the incident that caused the problem or within 6 months of discovering that you have a problem, provided that is within 12 months of the incident.

You can make your complaint in any way you choose. You can call us on 0161 881 4545, fill out the feedback form above, put it in writing, or visit the surgery.

Please see our Complaints leaflet for more information.

What we shall do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

We aim to have looked into your complaint promptly, but please allow us time to do so.

We shall then be in a position to offer you an explanation, or a meeting with the people involved.

When we look into your complaint, we shall aim to:

  • Find out what happened and what went wrong.
  • Make it possible for you to discuss the problem with those concerned, if you would like this.
  • Make sure you receive an apology, where appropriate.
  • Identify what we can do to make sure the problem doesn’t happen again.

At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing. All complaints are discussed at practice meeting on a monthly basis with clinical and non-clinical staff.

Complaining on behalf of someone else

Please note that we abide strictly by the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so.  Before we can discuss a patient’s care with a 3rd party, a note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

What you can do next

We hope as your practice that if you have any concerns, you could raise them with us directly to give us an opportunity to resolve them for you. 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. You would need to escalate any complaints we have already formally responded to, to the Parliamentary and Health Service Ombudsman (PHSO) if you remain dissatisfied.

NHS GM contact details are:

Email – nhsgm.patientservices@nhs.net

Phone – 0161 271 3980, 9am-4pm Monday-Friday (excluding Bank Holidays)

Mail – Patient Services Team, NHS Greater Manchester, The Tootal Buildings, 56 Oxford Street, Manchester. M1 6EU

PHSO contact details are:

Online – www.ombudsman.org.uk/make-a-complaint

Phone – 0345 015 4033.