Suggestions and Complaints

 

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Complaints Procedure

At Bramhall Health Centre, patient satisfaction is very important to us. We aim to provide the best possible service and to address any concerns promptly and fairly when things do not go as expected. 

We follow national NHS guidance for managing concerns and complaints and are committed to the principles of listening, responding and learning. 

How to raise a concern or complaint 

We encourage patients to raise concerns as early as possible. Where appropriate, we prefer to resolve issues in person or by telephone, as direct communication often allows matters to be addressed quickly and 
effectively. 

In the first instance, concerns or complaints should be directed to our Office Manager, Katie Grant, either in person or by telephone. She will listen and try to resolve the issue immediately. Please note that Katie does not work on Tuesdays. 

To help us investigate fully, please provide as much specific detail as possible. If your concern involves a particular staff member, another appropriate person will lead the investigation. 

If the issue cannot be resolved at this stage, it should be escalated in writing to the Practice Managers (Amy Meikle or Helen Watson). We recommend that patients write this themselves to ensure it accurately reflects their experience, but staff can record concerns on your behalf if preferred. 

Written complaints should be sent to: 
Email: gm-icb.sto.bhccomplaints@nhs.net 
Post: Bramhall Health Centre, 66 Bramhall Lane South, Bramhall, SK7 2DY 

What happens next

We will acknowledge your complaint within three working days and advise how long the investigation is likely to take. 

Our investigation will aim to: 

  • establish what happened and what should have happened.
  • offer an apology where appropriate.
  • identify learning to prevent recurrence.

Our final response will explain the outcome and your right to escalate the matter to the Parliamentary and Health Service Ombudsman if you remain dissatisfied. 

You may also complain directly to Greater Manchester Integrated Care Board, which commissions our services: 
Telephone: 0161 742 6023 
Email: gm.icp@nhs.net 
Website: gmintegratedcare.org.uk/have-your-say/contact-us/ 

If you remain dissatisfied

You may contact the Parliamentary and Health Service Ombudsman: 
Tel: 0345 015 4033 
Email: phso.enquiries@ombudsman.org.uk 
Website: www.ombudsman.org.uk/make-a-complaint

You can also seek support from PALS, Healthwatch, or 
NHS Complaints Advocacy Stockport, Dove House, 65 Union Street, Stockport, SK1 3NP. 
Freephone: 0800 622 5411 
Email: info@nhscomplaintsadvocacystockport.org.uk

Complaints made on behalf of someone else 

We follow strict rules on medical confidentiality. If you are raising a concern or complaint on behalf of another person, we require their written consent unless they are deceased or lack capacity. In such cases, please provide details of your relationship and the circumstances. 

We cannot discuss another person’s care without appropriate consent. Where a child is capable of making their own complaint, we would normally expect them to contact us directly.