We take complaints about our services very seriously. If you would like to make a complaint regarding the Practice or the services we offer, you can find out more information about how to do this on this page.
We also like to hear about when you are pleased about the service you have received or want to say thank you to a member of our team. You can get in touch by email.
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received.
We understand that we may not always get things right, but by telling us about a problem you have encountered, we will have the opportunity to resolve things and improve our services, as well as improving patient experience in the future.
Who to talk to
Most complaints can be resolved at a local level. Please do speak with a member of our team. Our staff are trained to handle concerns and complaints. Alternatively, you can ask to speak with the Site Co-ordinator who will liaise with our Complaints team if necessary.
A complaint can be made verbally or in writing. A complaint form is available from reception.
You can submit your complaint by email to: [email protected] For the attention of the Complaints team.
Our postal address is:
Tower Family Healthcare
16 Market Street
Bury
BL8 4AD
And by phone to 01204 88 5106.
If for any reason you prefer not to speak with a member of our team, you can request that NHS Greater Manchester investigates your complaint. They will contact us on your behalf. You can reach NHS Greater Manchester via the following contact details:
NHS Greater Manchester Complaints team
Townside Primary Care Centre
1 Knowsley Place, Knowsley Street
Bury
BL9 0SN
0161 271 3110
[email protected]
gmintegratedcare.org.uk/have-your-say/contact-us/
Timeframes
The time constraint on bringing a complaint to our attention is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter you wish to make a complaint about.
A member of the Complaints team will acknowledge safe receipt of any complaint within three business days. We will investigate and provide you with the findings as soon as we can. We will provide regular updates regarding the progress of our investigation.
Investigating complaints and confidentiality
We will investigate all complaints thoroughly and in conjunction with current legislation and guidance.
We will ensure that all complaints are investigated with the utmost confidentiality and that any documents relating to a complaint are held separately from a patient’s healthcare record.
Third party complaints
We allow a third party to make a complaint on behalf of a patient. The patient must provide written 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 a complainant, unless they have requested otherwise, which will provide full details and the outcome of the complaint.
Advocacy support
For free, independent and confidential advocacy, information and advice services:
POhWER
www.pohwer.net
0300 456 2370
The Advocacy People
www.theadvocacypeople.org.uk
0330 440 9000
Age UK
www.ageuk.org.uk
0800 678 1602
Healthwatch Bury
www.healthwatchbury.co.uk
0161 253 6300
If you need further support
If you are dissatisfied with the outcome of your complaint from either NHS England or Tower Family Healthcare, you can escalate your complaint to the Parliamentary Health Service Ombudsman:
www.ombudsman.org.uk
0345 015 4033
Citygate
Mosley Street
Manchester
M2 3HQ
