Complaints, compliments and suggestions

The Trust positively welcomes all types of feedback on the services we provide. If you would like to make a comment, suggestion, compliment or complaint, we recommend in the first instance that you contact our Patient Advice and Liaison Service (PALS).Complaints and feedback

If you would like to make a formal complaint, you can contact the Complaints Incident Co-ordinator on 0161 882 1355. Please be assured that your complaint will be treated in the strictest confidence and raising your concerns will not harm or prejudice the care you or the person you care for receives.

Alternatively, you may wish to write to us directly. If this is the case, please write to:

Complaints Incident Coordinator
Chorlton House
70 Manchester Road
Chorlton cum Hardy
Manchester, M21 9UN
or by email at Complaints@mhsc.nhs.uk,
or fax on 0161 882 1038.

 

Can I get help to complain?

The Independent Complaints Advocacy Service (ICAS) is a free and confidential service that is independent of the NHS and tailored to individual client need. ICAS provide support to service users, their relatives and carers who want to complain about NHS services. They can be contacted on 0300 456 8350 or by e-mail at icas@carersfederation.co.uk.

There are also service user and carer groups across the city that can offer assistance to complainants. Details are available from the Patient Advice and Liaison Service (PALS).


The Rethink Advocacy Service can support inpatients raising concerns and complaints. Rethink can be contacted by phone on 0161 245 3268, fax on 0161 923 6910 or e-mail at manchesteradvocacy@rethink.org.

 

Care Quality Commission

The Care Quality Commission is the independent regulator for all health and social care services in England, whether they are provided by the NHS, local authorities, private companies or voluntary organisations. They also protect the rights of people detained under the Mental Health Act.
Even though they cannot investigate your individual complaint they do like to hear about your experience. This is because they believe that involving people who use services in everything they do will help improve them for everyone.

You can contact the Care Quality Commission by phone on 03000 616161 or by post to:
Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Or by e-mail at enquiries@cqc.org.uk

 

What if I remain dissatisfied following a response from the Trust?

We hope that we will be able to satisfactorily address all your concerns. However if you remain dissatisfied you have the right to ask the Health Service Ombudsman to review your case. You can contact the Ombudsman on 0345 015 4033 or write to them at Millbank Tower, Millbank, London, SW1P 4QP or e-mail phso.enquiries@ombudsman.org.uk.

 

The Trust positively welcomes all types of feedback on the services we provide. If you would like to make a comment, suggestion, compliment or complaint, we recommend in the first instance that you contact our Patient Advice and Liaison Service (PALS). PALS are available on 0161 918 4047 or by e-mail at PALS@mhsc.nhs.uk. Link to PALS page

If you would like to make a formal complaint, you can contact the Complaints Incident Co-ordinator on 0161 882 1355. Please be assured that your complaint will be treated in the strictest confidence and raising your concerns will not harm or prejudice the care you or the person you care for receives.

Alternatively, you may wish to write to us directly. If this is the case, please write to:

Complaints Incident Coordinator

Chorlton House

70 Manchester Road

Chorlton cum Hardy

Manchester, M21 9UN

or by e mail at Complaints@mhsc.nhs.uk, or fax on 0161 882 1090.

For further guidance on how to complain, please see our leaflet.

Can I get help to complain?

The Independent Complaints Advocacy Service (ICAS) is a free and confidential service that is independent of the NHS and tailored to individual client need. ICAS provide support to service users, their relatives and carers who want to complain about NHS services. They can be contacted on 0300 456 8350 or by e-mail at icas@carersfederation.co.uk. For more information go to www.carersfederation.co.uk/icas.html

There are also service user and carer groups across the city that can offer assistance to complainants. Details are available from the Patient Advice and Liaison Service (PALS) on 0161 918 4047 or e-mail PALS@mhsc.nhs.uk.

The Rethink Advocacy Service can support inpatients raising concerns and complaints. Rethink can be contacted by phone on 0161 245 3268, fax on 0161 923 6910 or e-mail at manchesteradvocacy@rethink.org.

Care Quality Commission

The Care Quality Commission is the independent regulator for all health and social care services in England, whether they are provided by the NHS, local authorities, private companies or voluntary organisations. They also protect the rights of people detained under the Mental Health Act.

Even though they cannot investigate your individual complaint they do like to hear about your experience. This is because they believe that involving people who use services in everything they do will help improve them for everyone. You can contact the Care Quality Commission by phone on 03000 616161 or by post to:

Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Or by e-mail at enquiries@cqc.org.uk

What if I remain dissatisfied following a response from the Trust?

We hope that we will be able to satisfactorily address all your concerns. However if you remain dissatisfied you have the right to ask the Health Service Ombudsman to review your case. You can contact the Ombudsman on 0345 015 4033 or write to them at Millbank Tower, Millbank, London, SW1P 4QP or e-mail phso.enquiries@ombudsman.org.uk or visit their website: www.ombudsman.org.uk.