Complaints or Compliments

How to make a complaint:

If you are not happy with any aspect of the service that you have received you can talk about it to the PWP that you have been seeing or if you prefer, you can write, call or email Six Degrees and it will be passed to the Complaints Manager who will then contact you.

You can write to us at –
  • Six Degrees
  • Southwood House
  • Greenwood Business Park
  • Regent Road
  • Salford M5QH
Or phone us on –

0161 212 4981

Or email us at –

sixdegrees@nhs.net

Please be aware that there is no deadline in which you have to raise a complaint or issue. If you do not feel comfortable contacting us directly, you could voice any concerns that you have with your GP who can pass it onto Six Degrees to be acted upon. Alternatively, you can use an advocacy service such as MIND or the Complaints Advocacy service.

  • MIND in Salford
  • The Angel Centre
  • 1 St Philip’s Place
  • Salford M3 6FA
Or-

Complaints Advocacy Service – www.avma.org.uk

What will happen next?

The Complaints Manager will contact you to ask you for more details of the issue that you have raised, ask you how you want the matter managed and how you would like to receive the response; either by phone or by letter. You will also be asked if you want it to be recorded as formal or informal. We will then investigate as necessary in order to ensure that we can understand what has happened and avoid it happening again.

How long does it take?

Once you have raised a complaint you will be contacted within a week. The investigation is normally completed and a response sent within 28 days but delays can sometimes occur if there are other services involved. You will be given a named contact so that you can check for progress as required.

What happens if you are not satisfied?

If you do not feel that your issue has been resolved in a way that you are satisfied with then you can request an independent review by the Health Service Ombudsman (details are below) as Six Degrees provides NHS funded services.
For this process, complaints should be made within 12 months of the incident.

  • Parliamentary and Health Service Ombudsman
  • Millbank Tower
  • Millbank
  • London SW1P 4QP
  • www.ombudsman.org.uk
  • 0345 015 4033

How to send a compliment:

Compliments provide important learning for us by highlighting the aspects of the service that people have found useful. They also provide good feedback for the staff who strive hard to deliver high standards of care and treatment
If you would like to let us know that you had a good experience with our service you are able to do this using the same channels as making a complaint; either in person, by phone, by letter, by email or using the Patient Opinion website. The details for the Patient Opinion website will be offered to you at the end of your treatment session.

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