Complaints Policy (Reviewed 22.4.2026)
Complaints Policy
Woodlands Medical Practice
Our Commitment to You
At Woodlands Medical Practice, we are committed to providing high-quality care. If you are unhappy with any aspect of our service, we want to hear from you.
Your feedback helps us improve our services and ensures we continue to meet the standards set by the Care Quality Commission (CQC).
What is a Complaint?
A complaint is any expression of dissatisfaction that requires a response.
This may relate to:
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The care or treatment you have received
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Access to appointments or services
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Communication or staff conduct
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Practice systems or processes
You can raise a concern informally or make a formal complaint.
How to Make a Complaint
You can contact us in the way that is most convenient for you:
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In person – speak to a member of our reception team or request a meeting with Fiona Butcher, Practice Manager.
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By telephone – call the practice
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In writing – send a letter or email to the practice
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On behalf of someone else – with their consent
If you need support in making your complaint, our team will be happy to assist you.
What Will Happen Next
We take all complaints seriously and handle them in a fair, respectful, and confidential manner.
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We will acknowledge your complaint within 3 working days
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We will investigate your concerns thoroughly
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We aim to provide a full written response within 30 working days
If we need more time, we will keep you informed and explain the reason for any delay.
Our Approach
When handling your complaint, we will:
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Listen carefully to your concerns
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Treat you with respect and courtesy
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Keep you informed throughout the process
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Be open and honest in our response
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Identify any learning and improvements needed
Your Rights
You have the right to:
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Raise a concern or complaint without it affecting your care
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Be treated with dignity and respect
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Receive a clear and timely response
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Be offered an explanation and, where appropriate, an apology
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Escalate your complaint if you are not satisfied
If You Are Not Satisfied
If you feel your complaint has not been resolved, you can ask for it to be reviewed externally.
You may contact:
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NHS England
You can complain or give feedback:
- By post to: NHS England, PO Box 16738, Redditch, B97 9PT
- By email to: england.contactus@nhs.net, stating ‘For the attention of the complaints team’ in the subject line.
- By telephone: 0300 311 22 33
British Sign Language (BSL) users can contact us to make a complaint using a BSL video interpreter. This uses a service called InterpretersLive! provided by Sign Solutions. Further information about the service and how to access it is available on the InterpretersLive! website.
Our opening hours are 9am to 5pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am. We are closed on bank holidays.
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Parliamentary and Health Service Ombudsman
Ombudsmen - complaint form
These organisations provide independent review of complaints about NHS services.
Confidentiality
All complaints are handled confidentially and in accordance with data protection requirements. Your care will not be affected in any way as a result of making a complaint.
Learning from Feedback
We value your feedback. Complaints and concerns are used to:
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Improve our services
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Review our processes
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Enhance patient experience
If you wish to make a complaint or provide feedback, please contact us on the information below and we will be happy to help.
Our contact details
Address: 9 Maple Road, Brooklands, Manchester M23 9RL
Telephone: 0161 962 1332
E-mail: gmicb-mh.woodlands@nhs.net