Your Feedback, Concerns or Complaints

NHS Bolton Clinical Commissioning Group (CCG) is continually looking at ways to improve health services and make the best use of limited NHS resources for the people of Bolton.

We welcome positive feedback about services but also believe that receiving comments and complaints from Bolton people is important too.  Sharing your concerns or making a complaint can help to solve problems, learn lessons, and bring about improvements to your local NHS.

The CCG’s Patient Advice and Liaison Service (PALS) may be able to resolve your concerns informally.  Or, if this is not possible, they can tell you more about the complaints procedure.

NHS primary care services: GP, dentist, pharmacy, opticians

If you have a complaint about these services, you should contact the Practice Manager at the place you received the service from or contact NHS England.

NHS England
PO Box 16738
Redditch
B97 9PT
0300 311 2233

england.contactus@nhs.net   

NHS community or hospital based services

If you want to make a complaint, raise concerns, or share positive feedback about hospital or community care provided by Bolton NHS Foundation Trust, please contact the trust’s Patient Experience Team on 01204 390 193 or at PALS@boltonft.nhs.uk.

If your enquiry or complaint is about mental health services provided by Greater Manchester West Mental Health NHS Foundation Trust, please contact their Customer Care Team on 0800 587 4793 / 0161 772 4663 or at customercare@gmw.nhs.uk.

Alternatively, you can contact the CCG as it’s our job to commission (or buy) these services for the people of Bolton.

If you would like to make a complaint, send positive feedback, or speak to someone for further advice please contact the CCG's PALS and Complaints Team

St Peters House
Silverwell Street
Bolton
BL1 1PP
01204 462 022
Text: 07771 389539
bolccg.complaints@nhs.net

Unacceptable behaviour towards staff

 The health and safety of our staff is very important to us.  In the vast majority of cases, patients and their relatives are polite and respectful.  Unfortunately, a small number of people are abusive, or use threatening behaviour, to NHS staff.  This can include communications such as emails, telephone calls, graffiti, and letters, as well as face to face contact.

Please note that the NHS operates a zero tolerance approach to all forms of abuse therefore such behaviour, or the use of inappropriate words causing distress and/or constituting harassment, will not be tolerated and could lead to prosecution.

Whilst it is not possible to provide a comprehensive list, some examples of unacceptable behaviour are provided below:

  • Offensive language, verbal abuse, and swearing
  • Threats or risk of injury to NHS staff
  • Unwanted or abusive remarks
  • Negative, malicious, or stereotypical comments
  • Racist comments
  • Intimidation
  • Stalking
  • Brandishing of objects or weapons
  • Unreasonable behaviour and non-cooperation

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