Complaints and Suggestions

Complaints & Suggestions

The Practice has a complaint’s procedure, which ensures that all complaints are dealt with swiftly and effectively.

1. If you wish to make a complaint, please write to our Practice Manager, who will decide how best to undertake the investigation.
2. You can normally expect to receive a response within two days. Occasionally if we have to make many enquiries it may take a little longer, but we will keep you informed.
3. We will try to address your concerns fully, provide you with an explanation and discuss any action that may be required. We hope you will feel satisfied that we have dealt with the matter thoroughly. However if you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.
4. Our Practice is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and if necessary, put right any problems you have identified.
5. We have to respect our duty of confidentiality to patients. A patient’s consent will be required if a complaint is not made by that patient in person
6. If you need assistance with making a complaint , Trafford have an Independent Advocacy service (ICA) that can help you tel no: 0808 801 0390.

You can download a copy of our patient leaflet and consent form for further information.

Complaints leaflet 2022 + consent form

Complaints procedure – NHS 111 / Out of Hours GP’s – Mastercall

• If you wish to give feedback regarding the service you received from NHS 111 or make a complaint, please contact NHS England via email: [email protected] and tell them the location you called from when contacting NHS 111. This will allow them to identify which local service took the call and provide contact details.

If you have a complaint or concern with regards to the Out of Hours Gp’s (Mastercall) please contact:-
Sandra Jones

The Complaints Manager,

Mastercall Healthcare
International House
Pepper Road
Hazel Grove
SK7 5BW
Tel : 0161 476 0400

[email protected]

If you remain dissatisfied you may telephone or write to:

NHS England

NHS Commissioning Board
P O BOX 16738
Redditch
B97 9PT
Telephone No:- 0300 311 22 33 , Email: [email protected]

or..

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank,  London
SW1P 4QP
Tel: 0345 0154033 or https://www.ombudsman.org.uk