Contact us on:
0161 523 8720Complaint Information
If you wish to make a complaint
If you are unhappy with the service you have received, please let us know. You are entitled to make a complaint and this will be treated confidentially. Be assured you will not be discriminated against because of making a complaint. We will endeavour to contact you within 2 working days and aim to respond in full within 20 working days. If the complaint involves a partner organisation, then this may take up to 60 days due to complexity.
A complaint needs to be made within 12 months of the event complained about.
If you need further information about our complaints policy, please click the link below
There is further independent support available from ICA (Independent Complaints Advocacy) for people who wish to make a formal complaint.
This service is free and is available to help guide complainants through the NHS complaints process. It is completely confidential, and no private or personal information will be passed on to any other agency without the complainant’s or patient’s permission.
Cheshire East / West Complaints Advocacy
Email: info@icascheshire.org
Telephone: 0300 323 0006
Post: Healthwatch Cheshire CIC Sension House, Denton Drive Northwich, Cheshire CW9 7LU
Greater Manchester Complaints Advocacy
Email: advocacy@gaddum.co.uk
Telephone: 0161 214 3904
Post: ICA, Manchester Advocacy Hub, The Gaddum Centre, Gaddum House, 6 Great Jackson Street, Manchester, M15 4AX
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 our Administration Manager.
If you wish to make an informal or formal complaint or make a positive comment then you can telephone, email, or write to Manchester Surgical Services using the details below:
Rebekah Melia
Administration Manager
Regional Office
4a Ledson Road
Wythenshawe
Manchester
M23 9GP
Email: rebekah.melia1@nhs.net
Telephone: 0161 523 8720
If you are sure that your concerns are only related to Trafford General NHS Hospital you may wish to contact Trafford General Hospital Patient Advice and Liaison Service 0161 276 8686.
Frequently Asked Questions
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.
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.
Your initial complaint should be made to the Administration Manager at Manchester Surgical Services. In order to answer or investigate your complaint, your concerns will be shared with the appropriate team member, which may include our staff or staff at partner facility providers.
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.
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.
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 – 08450154033
- 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.
Should you decide to take this action prior to complaining to Manchester Surgical Services we would not then be able to process your complaint. Litigation negates the investigation of the complaint process.
Manchester Surgical Services Limited are registered to provide care by the Care Quality Commission.
Our last inspection (2023) rated the services at Manchester Surgical Services as ‘Good’. To view the full report please visit: CQC INSPECTION REPORT (2023)
How we can help - Specialties
Consultant Team
Manchester Surgical Services have several clinic locations in well known established Health Centres.
Our Consultants
