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Manchester Surgical Services always tries to do its best for patients, but we recognise that things may not always go according to your expectations. If you are unhappy with the service you have received you are entitled to make a complaint. Your complaint will be treated confidentially and you will not be discriminated against as a result of making a complaint.

How to log a complaint

 

You may wish to tell a member of staff or the person in charge how you feel about your care or the service. Any member of staff will assist you with any queries. If they cannot resolve the problem they will seek help on your behalf from someone who can. Your initial complaint should be to the Service Manager. You may also wish to discuss your concerns with Manchester University NHS Foundation Trust Patient Advice and Liaison Service (PALS) who cover Trafford General Hospital.

If you wish to make an informal or formal complaint then you can telephone, email or write to Manchester Surgical Services using the details below:

Service Manager
Manchester Surgical Services
Trafford General Hospital
Moorside Road
Urmston
Manchester
M41 5SL

Email: info@manchestersurgicalservices.co.uk or Service Manager on Telephone: 0161 746 2805 Email: caroline.makin@mft.nhs.uk

If you are sure that your concerns are only related to Trafford General NHS Hospital you may wish to contact Trafford General Hospital directly / Complaints Department Manchester 0161 746 2419

 

Frequently Asked Questions

Who can complain?

A complaint can be made by a patient or person affected or likely to be affected by the actions or decisions of Manchester Surgical Services. A complaint can also be made by someone acting on behalf of the patient or person as long as they have the patient’s consent which should be documented and signed.

How long have I got to make a complaint

You should normally complain within 6 months of the event that you have concerns about. However the complaints procedure can’t give you compensation or discipline staff.

To whom should I complain initially?

Your initial complaint should be made to the Service Manager at Manchester Surgical Services. In order to answer or investigate your complaint your concerns will be shared with the appropriate member of the team and this may include staff from the Trafford General Hospital.

What will happen once I have made my complaint?

Manchester Surgical Services will send you an acknowledgement within 2 working days to confirm we have registered your complaint. We shall then take appropriate steps according to the concerns and this may include a meeting and / or a formal written response within 20 working days with the outcome of the investigation. If a joint response is required from MSS and the host hospital, this may take up to 35 working days.

What happens if I am not happy with the reply to my complaint? 

Please contact the lead person in your correspondence to explain why you are not satisfied. We will look again at your concerns to try and resolve your outstanding issues.

Independent help and advice is also available for patients wishing to complain about the care and services they have received.

Who else can I complain to when still dissatisfied?

The health service ombudsman can review your complaint and decide whether to assist you with the complaint and resolution process.

The Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Telephone – 0845 015 4033

Email – OHSC.Enquires@ombudsman.gsi.gov.uk

 

The Care Quality Commission (CQC)

The CQC is unable to review complaints for you or take them up on your behalf. The only exception to this is for people whose rights are restricted under the Mental Health Act.