We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Please send your written complaint to:

Morag Smith, Practice Manager, Inspire for Health @ Mile Lane,  Mile Lane Health Centre, Mile Lane, Bury BL8 2JR or  you can send an email to

Alternatively, you may wish to arrange to speak to Morag directly by telephone on the practice number 0161 764 7804.

What we shall do

We look to settle complaints as soon as possible.  We will acknowledge receipt within 3 working days and aim to have looked into the matter within 10 working days.  Where this is not possible, due to exceptional circumstances, we will inform you in writing that this may take longer.


When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you could like to do so.

When the investigations are complete, your complaint will be determined and a final response sent to you.

If your complaint involves more than one organisation, we will liaise with that organisation so that you have received one coordinated reply.  You will be informed and your consent obtained.

The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.

Getting further help

If you choose to direct your enquiry further, you have the right to approach:-

Greater Manchester Integrated Care Board (Commissioner of primary care services), replacing NHS England as from 1st July 2023.  Please see the website link below and go to the ‘Local area feedback and complaints’ section: or scan this code below:-

Alternatively, call 0161 271 3110 or write to Complaints, Bury – NHS GM, Townside Primary Care Centre, 1 Knowsley Place, Knowsley St, Bury BL9 0SN, or email

The Ombudsman (Parliamentary and Health Service Ombudsman), 51 Mosley St, Manchester M2 3HQ –

0345 0154033 or

The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers.

Call 0161 253 5959 (8.45 am until 5pm Monday to Friday, excluding Bank Holidays.

Date published: 20th September, 2023
Date last updated: 6th December, 2023