Complaints and Concerns

There are different ways to complain or raising concerns, depending on which service you need to complain about:

GP PRACTICE:
To complain about a GP Practice, please contact NHS England

By post to: NHS England, PO Box 16738, Redditch, B97 9PT
By email to: england.contactus@nhs.net – If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.
By telephone: 0300 311 22 33 – Their opening hours are 9am to 3pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am. NHS England are closed on bank holidays.


HOSPITAL SERVICES:
To complain about hospital services, including A&E, please contact the hospital you have been under directly.  For most people in Wigan Borough this will be Wrightington Wigan and Leigh Teaching Hospitals NHS FT.  Their contact details are:

By post to: The Patient Relations/PALS Department, Wrightington Wigan and Leigh NHS Foundation Trust
Royal Albert Edward Infirmary, Wigan Lane, Wigan, WN1 2NN
By email to: patient.relations@wwl.nhs.uk
By telephone:
01942 822376


COMMUNITY SERVICES:
To complain about community health services, please contact Wrightington Wigan and Leigh Teaching Hospitals NHS FT.  Their contact details are:

By post to: The Patient Relations/PALS Department, Wrightington Wigan and Leigh NHS Foundation Trust
Royal Albert Edward Infirmary, Wigan Lane, Wigan, WN1 2NN
By email to: patient.relations@wwl.nhs.uk
By telephone:
01942 822376


MENTAL HEALTH SERVICES:
To complain about mental health services, please contact Greater Manchester Mental Health NHS Foundation Trust

By post to: Customer Care Team, Greater Manchester Mental Health NHS Foundation Trust, Trust HQ, Bury New Road, Prestwich, Manchester, M25 3BL
By email to: customercare@gmmh.nhs.uk
By telephone:
0800 587 4793 (freephone) / Landline: 0161 358 0600


ADULT SOCIAL CARE & CARE HOMES
To complain about adult social care services or a care home, please contact Wigan Council

By post to: Adult Social Care Complaints Team, PO Box 100 WN1 3DS
Online form: Adult Social Care complaints, compliments and comments (wigan.gov.uk)
By telephone:
01942 486175


For all other complaints or for advice, please use these contact details:
By post to: NHS Wigan Borough CCG, Wigan Life Centre, College Avenue, Wigan WN1 1NJ
By email: public@wiganboroughccg.nhs.uk
By telephone: 01942 482711 (9am – 5pm Monday to Friday, excl. Bank Holidays)

 

Who can complain?

Usually you should make the complaint yourself but can ask someone else to make your complaint with your permission.

 
When should I complain?

You should make your complaint as soon as possible.  The NHS Complaints procedure states that you should make your complaint within 12 months of either the event you are complaining about or as soon as the matter came to your attention.  This time limit can be extended as long as the complaint can still be satisfactorily investigated so don’t let this prevent you from contacting the CCG.

 
Can I get help to make my complaint?

If you would like support in making your complaint Healthwatch Wigan and Leigh can help you.  Theyare a local free, confidential service which is totally independent of the NHS.

 
How long will it take?

This will depend on what your complaint is about and how complex it is.  The NHS complaints regulations do not require complaints to be investigated within set timescales but instead we will agree an individual timescale with you and the services involved.

 
What you need to provide

Provide as much information as possible to allow Wigan Borough CCG to investigate your complaint.  Include some or all of the following:

  • Your name and a valid email or home address for reply
  • A clear description of your complaint
  • Any relevant correspondence
 
What do we do next?

Where the complainant has provided a valid email address, Wigan Borough CCG will send an automatic acknowledgement within three working days of receipt of the complaint.  This acknowledgment will offer the complainant a response within 25 working days and the opportunity to discuss how the complaint will be handled, for example a meeting might be the preferred way of receiving the information.  More complex complaints will inevitable take longer than the 25 working days timescale.

If we are unable to reply within the agreed timescales the complainant will be provided with an explanation and a realistic estimate of when they can expect a response.  Investigations must be completed in a maximum six months from the date of receipt of your complaint (or receipt of patient consent if needed).

 
Investigate the complaint

The complaint will be investigated and you will receive the findings of that investigation along with an appropriate apology and to understand if any learning or changes will take place as a result of the findings of the investigation.

 
Further escalation

If you are not content with the reply that the complaints lead provides then the next step is to escalate your complaint to the Parliamentary and Health Service Ombudsman (PHSO).

Details of how to contact the PHSO will be included in the complaint’s lead reply.  For information the PHSO address is:

The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London     SW1P 4QP

Tel: 0845 015 4033

Email: phso.enquiries@ombudsman.org.uk

Wigan Borough CCG has a legal duty to cooperate fully with any enquiry or investigation that the PHSO carries out in relation to a complaint about Wigan Borough CCG and to provide any relevant documents.

Further details in how to complaint to the PHSO can be found on the website http://www.ombudsman.org.uk/home

Please note following changes brought about by the Health and Social Care Act from 1 April 2013 Clinical Commissioning Groups are not empowered to investigate complaints about Primary Care Practitioners, GPs, Dentists, Opticians or Pharmacists.  Our Complaints Policy and Procedure can be found on Our Policies page

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