FOI 2025/1283

Please address these questions via the FOI process.

1. How many unresolved complaints are there at NHSGM and what is the split between primary and non-primary care?
2. How many permanent staff are working in the complaints department?
3. How many temporary staff are working in the complaints department?
4. What is NHSGMs financial savings in the complaints team for the financial year 2025 / 2026?

Within NHS Greater Manchester (NHS GM), complaints are managed by our Patient Services Team. In addition to complaints, the Team is also responsible for managing PALS enquiries (informal enquiries) and MP correspondence.

1. As of 9 July 2025, NHS GM has 275 ongoing complaints. 214 complaints relate to primary care and 61 are non-primary care complaints.
2. NHS GM’s Patient Services Team consists of 16 permanent staff members.
3. There are no temporary staff working in NHS GM’s Patient Services Team.
4. Savings targets have not been issued specific to the complaints team in budget setting for the financial year 2025/2026. However, in March 2025, the Secretary of State for Health and Social Care announced plans to reform the structure of the NHS, of which the precise impact is still being considered by the organisation