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The Complaints Process at Millgate Surgery

We want to hear from you

Every patient has the right to make a complaint about the treatment or care they have received. By telling us about a problem you have encountered, we can understand where we may have gone wrong and work to improve our services and patient experience.

How to Make a Complaint

Most complaints can be resolved quickly and locally.

  • Speak to a member of staff in person or over the phone: Our staff are trained to handle complaints.
  • Complete an online form: Your Complaint - Millgate Healthcare Partnership
  • Write to us: Millgate Healthcare Partnership, 119 Manchester Road, Denton, M34 3RA

A complaint can be made verbally or in writing.

Timeframes & Process

  • Time Limit: You must make a complaint within 12 months of the incident, or within 12 months of the date you became aware of the issue.
  • Acknowledgement: Our complaints manager will acknowledge your complaint within three business days.
  • Investigation: We will investigate all complaints thoroughly and in line with current regulations. We will keep you updated on our progress.
  • Confidentiality: All complaints are handled with the utmost confidentiality. Any documents related to your complaint are kept separate from your medical records.
  • Final Response: We will issue a response detailing our findings and the outcome of the investigation.

Complaining on Behalf of a Third Party

If you are complaining on behalf of a patient, we require their consent.

Need to Speak to Someone Else?

If you do not wish to speak to us directly, you can contact NHS England, who will investigate the complaint on your behalf.

NHS England PO Box 16738, Redditch, B97 9PT Tel: 0300 311 2233 Email: england.contactus@nhs.net

Advocacy & Support Services

Independent advocacy services can provide free, confidential support to help you make your complaint.

·       POhWER: A charity that provides a range of advocacy services, including NHS complaints advocacy.

o   Tel: 0300 456 2370

o   Website: pohwer.net

·       The Advocacy People: An independent charity offering free, confidential advocacy services.

o   Tel: 0330 440 9000

o   Website: theadvocacypeople.org.uk

·       VoiceAbility: One of the largest providers of advocacy in the UK, supporting people to be heard in decisions about their health and care.

o   Tel: 0300 303 1660

o   Website: voiceability.org

Other Key Organisations

  • Healthwatch: This is an independent statutory body that champions the voice of patients in their local area. Your local Healthwatch can provide information and advice, and may also be able to put you in touch with a local advocacy service.
  • The Patients Association: An independent charity that provides a national helpline for advice and support on health and social care.
  • Age UK: This charity can provide advice and advocacy specifically for older people.
  • Mind: A leading mental health charity that offers advocacy and support for those affected by mental illness.

 

Further Action: Escalating a Complaint

If you are dissatisfied with the outcome of your complaint from either us or NHS England, you can escalate it to the Parliamentary and Health Service Ombudsman (PHSO).

  • Tel: 0345 015 4033
  • Website: www.ombudsman.org.uk

Postal Addresses:

  • London Office: Millbank Tower, Millbank, London, SW1P 4QP
  • Manchester Office: Citygate, Mosley Street, Manchester, M2 3HQ

Contact Us

Millgate Surgery 119 Manchester Road, Manchester

Tel: 0161 336 2114

 Website: www.millgatehealthcare.nhs.uk

 

Page last reviewed: 27 August 2025
Page created: 14 July 2023