Complaints and feedback

Help us get it right

We aim to try to improve the service we offer. 

Please let us know if you think we have done something well or if you have any suggestions as to how we can do something better.

Our aim is to provide the highest level of care for all our patients. 

We always try to give you the best possible service, but there may be occasions when you feel this has not happened.

If you have any comments, complaints, compliments or concerns or about the services we offer, we want to hear about them.

Talk to us.

We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. 

Who to talk to

Most complaints can be resolved at a local level. To submit a complaint please call our complaints manager Lyndsay on 0161 785 7910 or email the surgery on: gmicb-old.greenbank@nhs.net (Please address your email for the attention of the complaints manager) 

Lyndsay will deal with your concerns appropriately.

If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:

Complaints,

Oldham – NHS GM,

Civic Centre

West Street

Oldham, OL1 1UT

Email:

gmicb-old.customercare@nhs.net

Call:

07966 746 117

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 become aware of the matter about which you wish to complain.

We will respond within three business days to acknowledge your complaint.

We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

Investigating complaints

We will investigate all complaints effectively and in conjunction with extant legislation and guidance.

Confidentiality

We 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

We allow third parties to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.

Final response

We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will consult with you about the progress of any complaint.