Complaints Procedure

 

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We welcome all patient feedback, especially where patients have suggestions or ideas for improvements. 

Of course, whilst we make every effort to give the best service possible to everyone who attends our Practice we acknowledge that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably as possible. 

In the first instance please discuss your complaint with the staff member concerned.  Where the issue cannot be resolved at this stage, please contact us and we will try to resolve the issue for you and offer you further advice on our complaints procedure.  

For further advice please take one of our 'Complaints & Comments Leaflet' from the Reception desk.

For more information on how to complain, click here.

 

Patients can also complain to NHS England

  • By post to: NHS England, PO Box 16738, Redditch B97 9PT
  • By email to: england.contactus@nhs.net. Please state: ‘For the attention of the complaints team’ in the subject line.
  • By telephone: 0300 311 22 33

For further information please visit the NHS website

If we are unable to resolve the problem, patients have the right to contact: Customer Helpline, Parliamentary and Health Service Ombudsman on 0345 015 4033 (8:30am - 5:30pm Monday - Friday)

 

Zero Tolerance Policy – Keeping Everyone Safe and Respectful

At Hulme Hall Medical Group, we are committed to providing a safe, friendly, and professional environment for everyone—patients, visitors, and staff.

We understand that illness, pain, and frustration can make situations stressful. However, any form of abusive, aggressive, or threatening behaviour will not be tolerated.

What this means

Unacceptable behaviour includes (but is not limited to):

  • Shouting, swearing, or using offensive language

  • Verbal or physical threats

  • Aggressive gestures or intimidation

  • Discrimination or harassment of any kind

  • Physical violence

If unacceptable behaviour happens

  • Staff may end a telephone call or face-to-face consultation immediately.

  • A formal Zero Tolerance letter may be sent.

  • In serious cases, we may request your removal from our patient list and/or inform the police.

Why this policy is important

  • Our staff have the right to work without fear or abuse.

  • Other patients have the right to receive care in a calm and safe space.

  • Respectful communication helps us work together to give you the best possible care.