We welcome feedback, including complaints. If you are unhappy with any part of your care or your experience at Eric Healthcare, please tell us so we can try to put things right and learn from them.
1. Contact us
You can raise your concern informally with a member of the team, or make a formal complaint in writing. Please contact the Practice Manager at hello@erichealthcare.co.uk, call 0161 507 5162, or write to Eric Healthcare, Bowsall House, 3 King Street, Salford, Manchester M3 7DG.
2. Tell us what happened
Please include your name and contact details, the patient’s details (if you are complaining on someone else’s behalf), what happened, when it happened, and what outcome you would like. We may need consent or appropriate authority before discussing another person’s care.
3. Acknowledgement
We aim to acknowledge a written complaint within 3 working days. We will identify who is handling it and, where appropriate, discuss how the complaint will be investigated and the response timeframe.
4. Investigation and response
We will review the relevant information, seek input from those involved where appropriate, and respond in writing. We aim to provide a full response within 20 working days. If the matter is complex or takes longer, we will explain the reason for the delay and give you an updated timescale.
5. If you remain dissatisfied
Please reply to the complaint response explaining what remains unresolved and what you would like us to review. We will consider whether a further review is appropriate and explain any next steps available to you.
Confidentiality and fairness
Complaints are handled sensitively and, as far as possible, confidentially. We will not treat you unfairly for raising a concern. We may need to share relevant information with staff involved in investigating the complaint.
Urgent and emergency care
Eric Healthcare is not an emergency service. If you think you may be experiencing a life-threatening emergency, call 999 or go to the nearest Emergency Department. For urgent medical advice in England when it is not life-threatening, use NHS 111 (online or by phone). Do not wait for a routine appointment or a response to a complaint if you need urgent help.
Contact and further information
Email: hello@erichealthcare.co.uk
Telephone: 0161 507 5162
Address: Eric Healthcare, Bowsall House, 3 King Street, Salford, Manchester M3 7DG
Please ask us if you need this information in a different format or require help to understand it.