Comments, Complaints And Suggestions
Our priority is to ensure that all our patients receive the best service that is possible. We provide comment forms which are located in reception, please feel free to request one at any time. Complete the form in your own time and return to reception.
If you have any anxieties or problems with the service the doctors would be pleased to discuss them with you by appointment. Please note all our staff are trained in keeping all information strictly confidential.
For any complaints please email the following email which will be directed to the Practice Manager.
The Practice welcomes with open arms any praise aimed at the team as a whole or an individual team member. You can send in praise by emailing us at gmicb-mh.archmedicalpractice@nhs.net. We share praise with the whole practice team no matter how big or small.
NHS England Complaints Procedure
– Telephone: 0300 311 2233
– Email: england.contactus@nhs.net
– Write to: NHS Commissioning Board, PO Box 16738, Redditch B97 9PT
– Website: www.england.nhs.uk/contact-us/complaint
Opening hours 8am to 6pm, Monday to Friday excluding bank holidays.
If you wish to contact NHS North, Central or South Manchester Clinical Commissioning Group about a service they commission (purchase), you should contact Patient Services.
– Telephone: 0161 212 6270
– Email: patientservices.gmcsu@nhs.net
– Write to: 3rd Floor, St James House, Pendleton Way, Salford, M6 5FW
Opening hours 9am to 5pm, Monday to Friday excluding bank holidays. A confidential answerphone is available outside these times.
GP Practice Complaint Leaflet (Final July 2018)
| YOU SAID: | WE DID: |
| It was difficult to find parking spaces near to the practice if you have a disability badge. | We successfully applied to the council to have the parking bays outside the practice be made disabled bays only. |
| You didn’t like to sit on hold when telephoning the practice to book a GP appointment. | We made our GP, physiotherapy & some nurse appointments available to book via the NHS app.We purchased a new telephone system where you can request a call back, instead of having to wait in a queue.We created direct booking links so that we can text you with the appointment we would like you book, and you simply click the link and book a time and date which is convenient. |
| You would like it if we had nurse and GP appointments available in the evenings at the practice, instead of you having to travel to other locations. | We now host the extended access service in practice on a Monday evening, until 8pm. |
| The practice was looking a bit dated. | We re-vamped our waiting room, making it less cluttered and decorated the walls to give a brighter, cleaner and more relaxed appearance.We replaced the seats in reception, removing any pads which were worn or cracked. |
| You wanted continuity of care with the same GP. | We trained up our care navigation team to identify which GP you would be best suited to see at the point of booking.We gave GP’s more follow up appointments for them to book patients directly when needed.We gave you ease of booking by putting GP appointments on the NHS App – allowing you to choose who you want to see. |
| Private space to talk to our receptionist. | We built a side room next to reception – this can also be used for our neurodiverse patients who do not like to sit in the main waiting room. |
| It was hard to hear our receptionist through the glass on the front desk. | We invested in a high quality speaker system which now makes communicating through our glass much easier. |
| You didn’t always know who the staff were when visiting us. | We purchased dementia friendly name badges for all our staff so that we can be easily identified. |