Compliments, queries, concerns, complaints

Compliments, Concerns or Complaints

NHS Trafford Clinical Commissioning Group (CCG) is continually looking at ways to improve health services and make the best use of limited NHS resources for the people registered with a Trafford GP.

We welcome compliments about our services but also believe that receiving concerns and complaints from Trafford people with a registered Trafford GP is important too. Sharing your concerns or making a complaint can help to solve problems, learn lessons, and bring about improvements and changes to your local NHS services.

 The CCG’s Patient Advice and Liaison Service (PALS) may be able to resolve your concerns informally. Or, if this is not possible, they can tell you more about the complaints procedure. Please see our contact details below if you would like to raise a concern or a complaint:

Patient Experience Matters
NHS Trafford Clinical Commissioning Group (CCG)
Trafford Town Hall | Talbot Road | Stretford | M32 0TH

You can contact our team via email: trccg.patientexperience.trafford@nhs.net  or contact us via our telephone numbers:

  • PALS Tel:0161 873 9634
  • Complaints Tel: 0161 873 9577

NHS primary care services: GP, dentist, pharmacy, opticians

If you have a complaint about these services, you should contact the practice manager at the place you received the service from or contact NHS England.

NHS England
PO Box 16738
Redditch
B97 9PT
0300 311 2233

england.contactus@nhs.net   

 NHS Community or Hospital Based Services

If your enquiry or complaint is about mental health services provided by our local hospitals; Trafford General Hospital, Wythenshawe Hospital, Manchester Royal Infirmary/ Eye or Dental Hospitals/ St Mary’s/ Royal Manchester Children’s Hospital - including CAMHS and Healthy Young Minds and some Trafford Community services enquiries. Manchester Foundation Trust cover these services please contact:

The contact details for MFT PALS and Complaints are:

Tel: 0161 276 8686
Email:  pals@mft.nhs.uk

 If your enquiry or complaint is about community mental health services or hospital based mental health services (based at the Moorside Unit or Laureate House etc.), these are provided by Greater Manchester Mental Health NHS Foundation Trust, please contact their Customer Care Team on 0800 587 4793/0161 772 4663 or customercare@gmmh.nhs.uk   

Alternatively, if you don’t want to contact the providers directly you can contact the CCG as it’s our job to commission (or buy) these services for people with a registered Trafford GP.

If you are waiting for a hospital appointment for an elective surgery please see the link below for the current While You Wait guidance:

Support for patients in Trafford: https://www.traffordccg.nhs.uk/Your-Health/Waiting-Well.aspx . Greater Manchester services: https://whileyouwait.org.uk/ .

 Independent Help and Advice

There is an organisation in Trafford called Advocacy Focus who are a free and independent service that can offer advice and support for making NHS complaints, and their details are:

Advocacy Focus Trafford Hub

Tel: 0300 3230965

E-mail admin@advocacyfocus.org.uk   

More about the service can be found at their website: https://www.advocacyfocus.org.uk/

 Healthwatch Trafford

Healthwatch Patient advice and information service is also available for Trafford Patients, please see below for their contact details:

https://healthwatchtrafford.co.uk/how-to/how-to-complain/

Our Reports - Healthwatch Trafford

 Unacceptable behaviour towards staff

The health and safety of our staff is very important to us.  In the vast majority of cases, patients and their relatives are polite and respectful.  Unfortunately, a small number of people are abusive, or use threatening behaviour, to NHS staff.  This can include communications such as emails, telephone calls, graffiti, and letters, as well as face to face contact.

 Please note that the NHS operates a Zero Tolerance approach to all forms of abuse or unacceptable behaviour, as such the use of inappropriate words causing distress and/or constituting harassment, will not be tolerated and could lead to prosecution.