Complaints Policy

 

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Making a Complaint

Sometimes things go wrong and we aim to correct any issues as quickly as possible. We take all complaints seriously whether they are verbal to the reception team or a formal, written complaint to us. We record all feedback and review it on a monthly basis.

Sometimes things go wrong and we aim to correct any issues as quickly as possible. We take all complaints seriously whether they are verbal to the reception team or a formal, written complaint to us. We record all feedback and review it on a monthly basis.

If you think we can resolve your complaint quickly by talking it through, you can ring us on 0161 872 8129 and ask to speak to our reception manager.

We take all complaints seriously and aim to resolve them fairly and as quickly as possible.

Please submit all complaints via our online form:

Make a Complaint

  • We will acknowledge receipt of your complaint within 48 hours.
  • If your complaint can be resolved quickly, we will contact you within 14 days.
  • If your complaint requires a full investigation, we will inform you of this. In such cases, there is no fixed timeframe for resolution, as the length of the process will depend on the complexity of the issues raised.
  • If you are unable to submit a complaint via email, and do not have anyone to support you in doing so, you may telephone the practice and ask to speak to the Reception Manager. They will take the details of your complaint and submit it on your behalf.
 

Let the Practice Know Your Views

Cornbrook Medical Practice is always looking for ways to improve our services. To do this effectively the practice needs to know what you think about the services you receive. Only by listening to you can the practice continue to improve upon our services. Leave suggestions and give feedback.

Practice Complaints Procedure

If you have a complaint about the service you have received from any member of staff working in this practice, please let us know.

The practice operates a complaints procedure as part of the NHS system for dealing with complaints. Our complaints systems meet national criteria.

If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

Hospital Complaints

If the incident you wish to complain about happened in hospital, it is best to speak to the Patient Advice and Liaison Service (PALS). You will be able to find out their details from the hospital.

 

How to Complain

In the first instance please discuss with the staff member concerned. If the issue cannot be resolved at this stage please contact the Practice Manager - Jermaine Chappell who will try to resolve the issue. If your issue cannot be resolved, please let us know as soon as possible.

Complaints must be made in writing within 12 months of the incident. You will receive acknowledgement of this within 3 working days. We will arrange to contact you to discuss the complaint and to agree how this will be investigated and the timescale.

The practice aims to:

  • Ascertain the full circumstances of the complaint
  • Make arrangements for you to discuss the problem with those concerned
  • Make sure you receive an apology, where appropriate
  • Identify what the practice can do to make sure this does not happen again

Complaining on Behalf of Someone Else

Please note that Cornbrook Medical Practice keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission. A note signed by the person concerned will be required unless they are incapable of doing this. 

Complaining to other authorities

If you feel you cannot raise your complaint with us or are dissatisfied with our response, you can contact the following:

Complaints, Manchester – NHS GM, Manchester Feedback and Complaints Service

PO Box 532
Town Hall
Manchester, M60 2LA

  • 0161 953 8388 

MCCG Central 

Parkway 3 
M14 7LU

  • 0161 213 175

 

Healthwatch Independent Advocacy

  • Address: Canada House, M1 5FW

Care Quality Commission (CQC)

If you have a genuine concern about a staff member of regulated activity carried out by this practice then can contact the CQC.

Advocacy Service for NHS Complaints

This is a national service that supports people who want to make a complaint about their NHS care or treatment. See how they can help by visiting the POhWER website.

Ombudsman

If you have not received a satisfactory response from this practice, or your local Integrated Care Board (ICB), you can then refer your complaint to the Parliamentary and Health Service Ombudsman.