The Further actions Complaint If you are dissatisfied with the outcome of your Process complaint you can seek further guidance from Failsworth Group Practice NHS England

PO BOX 16738

Redditch B97 9PT

Tel: 03003 112233 [email protected] Or alternatively complain to the Parliamentary Health Service Ombudsman

Citygate, Mosley St Manchester M2 3HQQ

Tel: 0345 015 4033 www.ombudsman.org.uk At Failsworth Group Practice the Investigating complaints Complaints Manager is Failsworth Group Practice will investigatee Melanie Cheadle and they are all complaints effectively and in supported by the Responsible conjunction with extant legislation and Officer who is: guidance. Dolores Radcliffe. Confidentiality Failsworth Group Practice will ensure that Talk to us all complaints are investigated with the A complaint can be made verbally or in utmost confidentiality and any documents Every patient has the right to make a writing. A Complaints Form is available from are held separately from the patient's complaint about the treatment or care they reception. Additionally, you can complain via healthcare record. have received at Failsworth Group email to: [email protected]. Practice. Third party complaints Time frames for complaints We understand that we may not always Failsworth Group Practice allows a third get everything right and by telling us about The time constraint on bringing a complaint party to make a complaint on behalf of a the problem you have encountered, we is 12 months from the occurrence giving rise patient. The patient must provide consent will be able to improve our services and to the complaint, or 12 months from the time for them to do so. A Third Party Patient patient experience you become aware of the matter about Complaint Form is available from which you wish to complain. reception. Who to talk to The complaints managerwill respond to all Final response Most complaints can be resolved at a local complaints within three business days. level Please speak to a member of staff if Furthermore, they will provide regular Failsworth Group Practice will issue a final you have a complaint; all our staff are updates for you regarding your complaint, formal response to all complainants which trained to handle complaints effectively whilst aiming to have the complaint will provide full details and the outcome of Alternatively, ask to speak to the completely resolved within 40 days the complaint. Further information is Complaints Manager/Practice Manager detailed in our practice policy. Melanie Cheadle