We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
Giving feedback
To provide feedback:
- fill out a feedback form
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 0161 881 6120 or visit the surgery
Making a complaint
We aim to provide you with the best possible medical service. At times you may feel that we have not achieved this and want to make your feelings known. Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing, as soon as possible after the event and ideally within a few days as this helps us to establish what happened more easily.
The period for making a complaint is normally:
- 12 months from the date on which the event which is the subject of the complaint occurred
- 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice
If you are a registered patient, you can complain about your own care.about your own care.
Complaints can be sent in writing to:
The Wilbraham Surgery
515 Wilbraham Road
Chorlton
Manchester
M21 0UF
Complaining on behalf of someone else
Please note that we abide strictly by 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. Before we can discuss a patient’s care with a 3rd party, a note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
Confidentiality
All complaints must be treated in the strictest confidence.
Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.
The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.