Practice Policies & Patient Information
Complaint Procedure
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this GP surgery, please let us know. This includes Primary Care Network staff working as part of our GP surgery. We operate a complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.
How to complain
We hope that most problems can be sorted out easily and quickly when they arise and with the person concerned. For example, by requesting a face-to-face meeting to discuss your concerns.
If your problem cannot be sorted out this way and you wish to make a complaint, we would like you to let us know as soon as possible. By making your complaint quickly, it is easier for us to establish what happened. If it is not possible to do that, please let us have details of your complaint:
- Within 6 months of the incident that caused the problem; or
- Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.
Complaints should be addressed to the GP surgery team verbally or in writing [PRACTICE TO ADD SPECIFIC CONTACT DETAILS]. Alternatively, you may ask for an appointment with the GP surgery to discuss your concerns. They will explain the complaints procedure to you and make sure your concerns are dealt with promptly. Please be as specific as possible about your complaint.
What we will do
We will acknowledge your complaint within three working days. We will aim to have investigated your complaint within ten working days of the date you raised it with us. We will then offer you an explanation or a meeting with the people involved, if you would like this. When we investigate your complaint, we will aim to:
- Find out what happened and what went wrong.
- Make it possible for you to discuss what happened with those concerned, if you would like this.
- Make sure you receive an apology, where this is appropriate.
- Identify what we can do to make sure the problem does not happen again.
Complaining on behalf of someone else
We take medical confidentiality seriously. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.
Complaining to NHS England
We hope that you will use our Practice Complaints Procedure if you are unhappy. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our GP surgery.
However, if you feel you cannot raise the complaint with us directly, please contact NHS England. You can find more information on how to make a complaint at https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/.
Unhappy with the outcome of your complaint?
If you are not happy with the way your complaint has been dealt with by the GP surgery and NHS England and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman (PHSO). The PHSO makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.
To take your complaint to the Ombudsman, visit the Parliamentary and Health Service Ombudsman website or call 0345 015 4033
Need help making a complaint?
If you want help making a complaint, Healthwatch Hounslow can help you find independent NHS complaints advocacy services in your area.
Alternatively, POhWER is a charity that helps people to be involved in decisions being made about their care. Call POhWER’s support centre on 0300 456 2370 for advice.
GP Average Earnings
Disclaimer: NHS England require that the net earnings of doctors engaged in the practice is publicised, and the required disclosure is shown above. However it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice, and should not be used to form any judgement about GP earnings, nor to make any comparison with any other practice.
Average earnings calculation for the year ended 31st March 2022 Declaration to be published on the practice website All GP practices are required to declare the mean earnings for GPs working to deliver NHS services to patients at each practice. The mean earnings for GPs working in Bryn Cross Surgery in the financial year ended 31st March 2022 was £69,628 before deduction of employee’s superannuation contributions, tax and National Insurance. This is the average pay for the 5 part-time GPs and 1 locum GP who worked in the practice for more than 6 months during that year.
Greater Manchester Integrated Care Partnership
Greater Manchester Integrated Care Partnership has joined everyone up to offer you better connected services. Everyone across our ten boroughs are working together. From NHS GPs and hospitals, councils, fire and police services, to companies, charities and community groups. All collaborating to support those with health issues, and act sooner to keep people well and living a good life.
- Telephone: 0161 742 6023 (during office hours)
- Email: [email protected]
- Website: Greater Manchester Integrated Care Partnership website.
Service Comments and Suggestions
Bryn Cross Surgery is constantly looking at ways of improving its standard of service to patients. Please give us feedback on our performance by completing a Friends and Family Test.
Alternatively, we also have a suggestion box in the waiting room. Simply complete a suggestion slip and post it in the box.
We welcome all constructive viewpoints whether positive or negative.
Your comments will help us to maintain our high standard of service.
Swan Primary Care Network
SWAN Primary Care Network (PCN) consists of 8 local GP practices located in South Wigan Ashton North area.
The PCN works together with a range of local providers, including across primary care, community services, social care and the voluntary sector, to offer more personalised, coordinated health and social care to their local populations.
SWAN Primary Care Network website.
Telephone 01942 483117.
Email [email protected]
Zero Tolerance Policy
The NHS operates a Zero Tolerance Policy with regard to violence and abuse, the practice having the right to remove violent patients from the list with immediate effect in order to safeguard staff, patients and other persons attending the surgery. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In the event of an occurrence of this nature, we are obliged to notify the patient in writing of their removal from the list and record in the patient medical record the reason for the removal. The Clinical Commissioning Group is then responsible for providing further medical care for such patients.