Complaints Procedure
Complaints Process
THE COMPLAINTS PROCESS – LONGFORD STREET MEDICAL CENTRE
Talk to us
Every patient has the right to complain about the treatment or care they have received at Longford Street Medical Centre.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints. Alternatively, ask to speak to the Practice Manager, Lisa McGrann or email gmicb-hmr.longfordpm@nhs.net
If or any reason you do not want to speak to a member of staff or you do not wish to complain through the practice, then you can request that NHS Greater Manchester Integrated Care investigates your complaint. They will contact us on your behalf. Please note that NHS GM cannot deal with your complaint if it has already being or dealt with by the practice:
Patient Services
Heywood, Middleton and Rochdale – NHS GM
PO Box 100
Rochdale
OL16 9NP
Email: gmicb-hmr.complaints@nhs.net
Call: 01706 672549
A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can complain via email to gmicb-hmr.longfordpm@nhs.net
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you became aware of the matter about which you wish to complain.
The Practice Manager will acknowledge all complaints within three business days (holidays and leave may cause a reasonable delay).
We will aim to investigate and provide you with the findings as soon as we can, but each investigation is different, and it may take up to 6 months for us to fully investigate. If the process is likely to take longer than expected, we will provide regular updates regarding the investigation of your complaint.
Investigating complaints
Longford Street Medical Centre will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
Longford Street Medical Centre will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
Longford Street Medical Centre allows a third party to make a complaint on behalf of the patient. The patient must provide consent for them to do so. A third-party complaints form is available from Reception.
Final Response
Longford Street Medical Centre will issue a final response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our organisation policy.
Advocacy Support
- POhWER support centre can be contacted via 0300 456 2370
- Advocacy People gives advocacy support on 0330 440 9000
- Age UK on 0800 055 6112
- Local Council can give advice on advocacy services.
Further Action
If you are dissatisfied with the outcome of your complaint from either NHS England or this organisation, then you can escalate your complaint to:
Parliamentary Health Service Ombudsman (PHSO)
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 015 4033