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.
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 it is within 12 months of the incident.
Natalie Sheldon, Business Manager, will be pleased to deal with any complaint. She will make sure that your concerns are dealt with promptly. The best way to make a formal complaint is in writing or by email. Please give as much information as you can, then send your complaint to the practice for the attention of Natalie Sheldon as soon as possible. Alternatively, email and put for her attention to mhcc.alexandrapractice@nhs.net
What We Do
Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible and in a manner satisfactory to all parties.
We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us, though some more detailed issues can take longer to resolve.
When we look into your complaint, we aim to:
(a) Find out what happened and what went wrong.
(b) Make it possible for you to discuss the problem with those concerned, if you would like this.
(c) Make sure you receive an apology, where appropriate.
(d) 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.
Complaining on behalf of someone else
Please note that we keep strictly to 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. A consent form or letter signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this in which case the GP will make a decision in the best interest of the patient.
What you can do instead & next
Although we hope you will use our complaints procedure, should feel you cannot then you can complain to NHS Greater Manchester.
They are unable to investigate a complaint we have already dealt with or are dealing with:
Manchester
Complaints, Manchester – NHS GM, Manchester Feedback and Complaints Service PO Box 532 Town Hall Manchester, M60 2LA
Email: nhscomplaints@manchester.gov.uk Call: 0161 953 8388
The contact details for the local advocacy service are below:
Greater Manchester ICA, 71 London Road, Liverpool, L3 8HY.
Telephone: 0808 801 0390. E-mail: manchester@carersfederation.co.uk
If you remain dissatisfied with the responses to your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman to review your case. This department is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide service. You can contact them on 0300 061 4000, or write to them at:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
www.ombudsman.org.uk
