Patient Services
NHS Greater Manchester organises, pays for and monitors local NHS healthcare services for Greater Manchester patients.
We are committed to providing members of the public, our patients and their carers with opportunities to give us feedback, good and bad, about any services we commission and how we commission them. We want to know people’s views so we can use the information we receive to improve the quality of services that we commission.
Our Patient Services team
NHS Greater Manchester has a dedicated Greater Manchester wide team, made up of experienced and caring staff, who will provide you with information, answer your questions, raise your concerns and investigate your complaints. The team will talk to you about the options to resolve your concerns and will always try to resolve issues informally wherever possible, as this will often be the quickest way for you to get information and answers, and for us to make changes to improve services.
What they do
- Listen with care and compassion to understand your experience
- Work with you to provide information, answers to your questions and resolve your concerns
- Offer you options on how we can deal with your feedback and complaints
Manchester University Hospitals NHS Foundation Trust (responsible for Altrincham Hospital, Manchester Royal Infirmary, Manchester Royal Eye Hospital, North Manchester General Hospital, Royal Manchester Children’s Hospital, Saint Mary’s Hospital, Trafford Hospital, University Dental Hospital of Manchester, Withington Community Hospital, Wythenshawe Hospital and community healthcare services in Manchester and Trafford)
Northern Care Alliance NHS Foundation Trust (responsible for Fairfield General Hospital, Rochdale Infirmary, Salford Royal Hospital, The Royal Oldham Hospital and community healthcare services in Bury, Oldham, Heywood, Middleton and Rochdale and Salford)
Stockport NHS Foundation Trust (responsible for Stepping Hill Hospital and community healthcare services in Stockport)
Tameside and Glossop Integrated Care NHS Foundation Trust (responsible for Tameside General Hospital and community healthcare services in Tameside)
The Christie NHS Foundation Trust (responsible for specialist cancer care services across Greater Manchester)
Wrightington, Wigan and Leigh Teaching Hospitals NHS Trust (responsible for Leigh Infirmary, Royal Albert Edward Infirmary (Wigan), Thomas Linacre Centre, Wrightington Hospital and community healthcare services in Wrightington, Wigan and Leigh)
Greater Manchester Mental Health NHS Foundation Trust (responsible for inpatient and community mental healthcare services in Bolton, Manchester, Salford, Trafford, and Wigan)
Pennine Care NHS Foundation Trust (responsible for inpatient and community mental healthcare services Bury, Oldham, Heywood, Middleton and Rochdale, Stockport, and Tameside)
If you have a concern, compliment or complaint about care or NHS services provided by your general practice (GP), dentist, pharmacist or optician, you can raise these directly with the provider, usually via the Practice Manager.
Alternatively, contact NHS Greater Manchester’s Patient Services Team, who will advise if we can handle your concern or complaint.
If you have a complaint about a service commissioned by NHS England, please contact:
NHS England
PO Box 16738
Redditch
B97 9PT
Telephone: 0300 311 22 33
Email: england.contactus@nhs.net (Please state: ‘For the attention of the complaints team’ in the subject line)
Further information about specialised services can be found here.
How to make an enquiry or share a concern
NHS Greater Manchester’s Patient Services are a dedicated team in place to investigate your enquiries and concerns, with a focus on quick answers and solving your enquiries informally. Patient Services offers confidential advice, support and information on health-related matters.
Speaking to our Team allows you to express your disappointment with healthcare services you have used and allows our team to secure an explanation for what went wrong. We can also signpost you to the correct organisation if we feel that your enquiry would be best answered by a provider directly.
Patient service team contact details
- By email – nhsgm.patientservices@nhs.net
- By phone – 0161 271 3980, 9am-4pm, Monday-Friday (excluding Bank Holidays)
- By post to – NHS Greater Manchester, The Tootal Buildings, 56 Oxford St, Manchester M1 6EU
How to make a complaint
Sometimes we cannot resolve your concerns informally or you may choose to make a complaint. Who you make your complaint to depends on the service you are wishing to complain about, as in some cases it may be more appropriate to submit your complaint directly to the provider rather than NHS Greater Manchester. We are committed to providing members of the public, our patients and their carers with opportunities to give us feedback, good and bad about our services. However, we recognise that occasionally things may go wrong or that you might be unhappy with the care you have received.
You have the right to make a complaint about any aspect of NHS care, treatment or service, with the assurance that your care and choices as a patient will not be compromised because you have complained. The NHS has a complaints process in place that governs the way complaints are investigated –you can look at the NHS complaints regulations here.
If you have any questions about the complaints process or need some support to make your complaint, or are unsure about whether to make the complaint to NHS Greater Manchester or directly to the NHS provider please see our Patient Services FAQ section.
To make your complaint to NHS Greater Manchester you can contact the Patient Services Team.
Patient Services Team contact details
- By email – nhsgm.patientservices@nhs.net
- By phone – 0161 271 3980, 9am-4pm Monday-Friday (excluding Bank Holidays)
- By post to – NHS Greater Manchester, The Tootal Buildings, 56 Oxford St, Manchester M1 6EU
How to provide a compliment
Feedback is important to us. If you have had a positive experience with NHS Greater Manchester or with one of our providers, we would love to hear from you.
To register a compliment, you can contact the Patient Services Team.
Patient Service Team contact details
- By email – nhsgm.patientservices@nhs.net
- By phone – 0161 271 3980, 9am-4pm Monday-Friday (excluding Bank Holidays)
- By post to – NHS Greater Manchester, The Tootal Buildings, 56 Oxford St, Manchester M1 6EU
How to access support to make your enquiry
Visit our Patient Services FAQ page for more information about the support available to you.
What we do about unreasonable behaviour
We know that making a complaint can be difficult and we want to work with you to resolve the problems you have highlighted. We also want our staff to feel safe and secure at work and we will not accept any unreasonable behaviour.
We have a duty to protect our staff from abusive, threatening or unreasonable behaviour. This includes:
- The use of aggressive, abusive or threatening language
- Persistent complaints that we have investigated and responded to
- Unreasonable demands that impact on our ability to help other patients
We will always try to work with you to resolve your concerns. However, where behaviour becomes unreasonable, we may take action to limit your contact or cease communication.
