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Patient Services

Suggestions & Complaints

We strive to provide the best possible care to all our patients and we always welcome your views or suggestions to help us improve our service to you.

If you have any suggestions for us on how our service could be improved please speak with one of the reception staff who will be more than happy to make a note and pass it on to the relevant staff.

Friends and Family Test

The surgery has takes part in the national Friends and Family Test giving patients the chance to leave feedback after every consultation. Patients can leave feedback in person at the surgery, via text message after a reminder prompt, or email us via the contact page.

You can find out more about the Friends and Family Test on the NHS website.

Complaints

Complaints can be made either face to face, over the telephone, via email or in writing. Complaints should be addressed to our Practice Manager Amy Yates, or to the Health Professional that you see.

Every complaint will be acknowledged in writing within 5 working days and it will be explained to you when you can expect a further response once an initial investigation has taken place.

We will try our best to fully understand every point of view and will notify you of the outcome.

If you’re not satisfied with this we will invite you to attend the surgery, with a friend if you would like to to discuss the complaint and the findings of our internal investigation.

Where necessary the practice will consider any internal action required to ensure a similar incident does not occur in the future.

If the complaint remains unresolved the complainant will be informed of his/her right to pursue the complaint with the Parliamentary and Health Service Ombudsman.

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Tel: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk

Advocacy Together Hub

Complainants can request free advice from here.

Advocacy Together Hub – Castlemere Community Centre, Tweedale Street, Rochdale OL11 1HH

Telephone: 01706 645830 or 07867 459340

Email: rochdaleadvocacy@together-uk.org