Your feedback is important to us, please click on the linkand complete the form to send them to us. This form is only for feedback about the practice and suggestions as to how we can improve our service to you.
Suggestions & Complaints
Want to make a suggestion to the practice?
Complaints
We always try to give you the best services possible but there may be occasions when you feel this has not happened. This leaflet explains what you have to do if you have a complaint about the services we provide for you.
We offer an in-house procedure to deal with your concerns. This procedure does not deal with liability or compensation. We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made.
If you use this procedure it does not affect your right to complain to Bolton CCG if you so wish. The contact addresses for Bolton CCG (who can help with your complaint) are attached to this leaflet. Please note that we have to respect our duty of confidentiality to patients and patients’ consent will be necessary if a complaint is not made by that patient in person.
If you wish to make a complaint, please write to our Practice Manager (Mrs Saadia Hanif). She will take full details of your complaint and will decide how to undertake the investigation.
We think it is important to deal with complaints swiftly so you will normally be contacted within seven days of logging you complaint at the practice. Occasionally if we have to make extensive enquires, it could take a little longer, but we will keep you informed. If a meeting is arranged, you may bring a friend or relative with you to the meeting.
We hope to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We trust that at the end of the matter, you will feel satisfied that we have dealt with the matter thoroughly. However, if this is not possible we can direct you to the appropriate authorities.
Practice contact email address: gmicb-bol.octagonmedicalcentre@nhs.net
USEFUL ADDRESSES
You may also complain directly to Greater Manchester ICB who commission the health service you have concerns about. They can be contacted by emailing nhsgm.patientservices@nhs.net
Details of how to do this can also be found at the following website, under the ‘Local area feedback and complaints’ section:
https://gmintegratedcare.org.uk/have-your-say/contact-us/
The Health Service Ombudsman
If you remain unhappy after local resolution then you may complain to the Health Service Ombudsman. The Ombudsman is completely independent of the NHS and Government. You can contact the Ombudsman at:
Post – Millbank Tower, Millbank, London, SW1P 4QP
Telephone: 0345 015 4033
Email: OHSC.Enquiries@ombudsman.gsi.gov.uk
Website: www.ombudsman.org.uk
contact details for patients for Bolton PALS enquiries and complaints:Patient Advice and Liaison Service (PALS)
For patients or members of the public who have a concern or a query about local health services in Bolton:
01204 462022 or 01204 462023
Complaints
If someone wishes to make a formal complaint:
Bolton Integrated Care Partnership (ICB)
gmicb-bol.communications@nhs.net
01204 462000
Freedom of Information requests (FOIs)