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Our Commitment
We aim to provide a high standard of care and service to all our patients. However, we recognise that things can sometimes go wrong. If this happens, we encourage you to tell us so we can resolve the issue promptly and learn from your experience.
Making a complaint will not affect your care or treatment in any way. All complaints and feedback are taken seriously, recorded, and reviewed regularly to help improve our services.
Making a Complaint
How to Raise a Concern
If you believe your concern can be resolved quickly, please contact us by telephone on 0161 872 8129 and ask to speak to the Reception Manager or Complaints Lead.
Formal complaints can be made in any of the following ways:
- In person
- By telephone
- By email
- In writing
- By completing our online complaints form
Make a Complaint
If you are unable to use email or the online form and do not have anyone to assist you, please telephone the practice and ask to speak to the Reception Manager, who can take the details and submit the complaint on your behalf.
Complaints do not have to be made in writing to be accepted.
What Happens Next?
- We will acknowledge your complaint within 3 working days
- If it can be resolved quickly, we will usually respond within 14 days
- If a full investigation is required, we will inform you and explain how the complaint will be handled
- There is no fixed timescale for complex complaints, as this depends on the nature of the issues raised
- We will keep you informed throughout the process
Time Limits
Complaints should normally be made:
- Within 12 months of the incident, or
- Within 12 months of becoming aware of the issue
Where there is a good reason for delay, we may still investigate the complaint if it can be done fairly and effectively.
How We Handle Complaints
When investigating a complaint, the practice aims to:
- Fully understand what happened
- Offer you the opportunity to discuss the issue with those involved, where appropriate
- Provide an apology where appropriate
- Identify learning and actions to reduce the risk of recurrence
Who Manages Complaints?
- Complaints Lead / Practice Manager: Jermaine Chappell
- Complaints Manager: Heather White
They are responsible for ensuring complaints are handled fairly, thoroughly, and in line with NHS complaints regulations.
Complaining on Behalf of Someone Else
Cornbrook Medical Practice follows strict rules of medical confidentiality. If you are making a complaint on behalf of someone else, we must have their consent.
We will usually require written permission from the patient unless they are unable to provide it (for example, due to lack of capacity).
Hospital Complaints
If your complaint relates to care received in hospital, please contact the hospital’s Patient Advice and Liaison Service (PALS). The hospital can provide their PALS contact details.
If You Are Not Satisfied With Our Response
If you feel unable to raise your complaint with us, or if you remain dissatisfied with the outcome, you can contact: NHS Greater Manchester Integrated Care Board (ICB)
You can complain to either the practice or the ICB, but not both at the same time.
If Your Complaint Remains Unresolved
- Parliamentary and Health Service Ombudsman (PHSO): An independent organisation that reviews NHS complaints fairly. Visit their website for more information
- Care Quality Commission (CQC): If you have a serious concern about a regulated activity or staff member that you feel has not been addressed. Visit their website for more information
Advocacy and Support
VoiceAbility – NHS Complaints Advocacy
Free, independent support to help you:
- Understand the complaints process
- Write a complaint
- Prepare for meetings
Find out more on the VoiceAbility website
Healthwatch
Healthwatch can:
- Explain how to make a complaint
- Help identify the correct organisation
- Signpost advocacy and support