Providing feedback

Manchester Health and Care Commissioning (MHCC) funds healthcare for the population registered with a Manchester GP.

We appreciate that our population has been supportive of local NHS services as we manage the pandemic. We know that many people may have been waiting long for an appointment, test result or an operation or procedure. The pandemic has overwhelmed services and caused delays.

As NHS services begin to work through their waiting lists, patients or their representatives may have questions or need advice in the meantime. The Manchester Feedback and Complaints Service are here to listen, offer advice and guidance. We can offer guidance on contacting the organisation best placed to update you.

We will try to assist you as much as we can, and will treat all information confidentially. However, it is important to be aware that we do not hold or have direct access to local hospitals, community services or GP practice patient records or data systems. In addition, Manchester Health and Care Commissioning only commissions services from Manchester University Hospitals NHS Foundation Trust. We do not manage the day to day running of these local hospital sites, provide direct patient care or give clinical advice.

The Manchester Feedback and Complaints Service can assist patients and their representatives or members of the public with:

  • any questions
  • concerns about the care they receive
  • want to know how to make a complaint about their NHS healthcare.
You can contact the Manchester Feedback and Complaints service using any of the steps below:
  • Visit our website and complete our online form
  • Call 0161 953 8388 
  • You can also write to the service at:
    Manchester Feedback and Complaints Service,
    Manchester City Council,
    PO Box 532, Town Hall, Manchester, M60 2LA.
  • For more information, visit our website.

Phone lines are open between 10am – 4pm weekdays. An answering machine covers busy periods, weekends and public holidays. Letters posted to the office are monitored regularly.

You can also use these other services to feedback your experience

  • Healthwatch

    Healthwatch can provide up to date information on services and quickly put you in touch with them.

    Healthwatch listens to your views and make sure they are heard by the people who plan and provide health and care.

    To call Healthwatch enquiry lines:

    Manchester – 0300 078 0669. Click here to visit their website.

    Trafford – 0300 999 0303. Click here to visit their website.

  • Patient Advice and Liaison Service (PALS)

    The PALS team will listen to your concerns, whether you are a patient, a relative, friend or carer. They will get in touch with the relevant staff and where possible, try to sort out any problems quickly.

    The PALS team can provide information about NHS services and other sources of help such as Citizen’s Advice Bureau and support you through an anxious time. Each hospital has their own PALS team.

    Manchester University Hospital NHS Foundation Trust (MFT)

    This service covers the following hospitals:

    Trafford General Hospital, Wythenshawe Hospital, Manchester Royal Infirmary Hospital, Royal Manchester Eye Hospital, Manchester Dental Hospital, St Mary’s Hospital, Royal Manchester Children’s Hospital – including Child and Adolescent Mental Health Services (CAMHS) and Healthy Young Minds

    Email: pals@mft.uk

    Telephone: 0161 276 8686

    You can download a copy of the PALS leaflet or check the easy-read version of the PALS leaflet to learn more about the service.


    Salford Royal NHS Foundation Trust

    Covers Salford Royal Hospital (Hope hospital)

    Telephone: 0161 604 5897

    Post: PALS Team Salford Royal NHS Foundation Trust, Stott Lane, Salford, M6 8HD


    Greater Manchester Mental Health NHS Trust

    Email: customercare@gmmh.nhs.uk

    Telephone: 0161 358 0600


    The Christie NHS Foundation Trust

    Email: the-christie.pals@nhs.net

    Telephone: 0161 446 8217