Contact the practice

Urban Village Medical Practice

Ancoats Primary Care Centre
Old Mill street
Manchester
M4 6EE

Out of Hours: 111

Opening Times

Monday	8:00am to 6:30pm
Tuesday	8:00am to 6:30pm
Wednesday	8:00am to 6:30pm
Thursday	8:00am to 6:30pm
Friday	8:00am to 6:30pm
Saturday	Closed
Sunday	Closed

If you need help when we are closed

If you need medical help now, use NHS 111 online or call 111.

NHS 111 online is for people aged 5 and over. Call 111 if you need help for a child under 5.

Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.

Physical accessibility

Our practice is designed to be fully accessible for individuals with hearing impairments and physical disabilities. For those with hearing impairments, we have an audio induction loop in place at our reception desk to ensure effective interaction.

The building is accessible via Old Mill Street and the doors are fully automatic with wide doorways, and accessible restrooms to accommodate individuals with physical disabilities.

Reception is located on the right hand side when entering the building and all our clinical rooms are located on the ground floor.

Our goal is to create an inclusive environment where everyone receives the care and attention they deserve.

Braille translation service
Disabled parking
Disabled WC
Induction loop
Signing service available
Step free access
Wheelchair access
Assistance dogs are welcome

Translation and Interpretation Services

We are committed to ensuring that all our patients can access our services and communicate effectively with our healthcare team. If you require translation or interpretation services, please let us know of your communication needs so we can note this on your record for future appointments.

We can provide interpreters via phone for emergency on the day face to face appointments or telephone consultations. For face to face appointments that are booked in advanced, our patient service advisors can book an in person interpreter to attend to your appointment.

Parking

Car Parking
Cycle parking
Disabled parking

Bus – 216, 230 & 231 – Piccadilly Gardens to Ashton route stops at Ancoats, Great Ancoats Street / Old Mill Street (Stop B)

Tram – Ashton-under-Lyne to Eccles route. Exit at New Islington tram stop Pollard Street, Manchester, M4 7AW

How to make a complaint

We understand that making a complaint can be stressful at times, so we will do our best to sort out any problem as quickly and efficiently as possible. Most problems can be resolved quite easily, often at the time they arise and with the person(s) concerned and we ask you to try this first.

Where you are not able to resolve your complaint in this way and want to make a formal complaint, you should do so as soon as possible after the event, either verbally or in writing to any member of the practice team who will pass this onto the practice manager. This will help us to work out what happened more easily.

Any complaint should be made within 12 months of the incident or within 12 months of discovering the problem, giving as much detailed information as you can.

If you are a registered patient you can make a complaint about your own care. You cannot complain about someone else’s care without their written consent. In the case of a child this will depend upon the circumstances and an older child may still need to give permission to discuss events with you.

You can complain in writing, by email or by speaking to someone in the organisation.

WHAT TO EXPECT

We will generate a full response as soon as is reasonably possible. We will aim to acknowledge that we’ve received your complaint within 3 working days. Once we have received it, we will try to clarify what’s happened and why to see if there’s anything we can learn from this. After a full investigation you will receive a written response to your complaint as soon as is reasonably possible.

On occasion, you will be invited to attend the surgery to discuss the matter with the practice manager and, where appropriate, one or more of the partners if we think this may help us understand what happened.

COMPLAINING ON BEHALF OF SOMEONE ELSE

We keep to the strict rules of medical and personal confidentiality.

If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient. This is to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Please ask at reception for a complaints form which includes a statement of authority that the patient can sign. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.

CONFIDENTIALITY

All complaints must be treated in the strictest confidence. Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.

The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.

The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.

PRACTICE CONTACT DETAILS

Operations Manager, Urban Village Medical Practice, Ancoats Primary Care Centre, Old Mill Street, Manchester, M4 6EE

Email: gmicb-mh.uvmp@nhs.net

If you are making a complaint please state: ‘For the attention of Operations Manager’ in the subject line.

NHS GM COMPLAINTS

If you feel you are unable to make a complaint direct to the practice you can always contact NHS GM complaints via

Email – nhsgm.patientservices@nhs.net

Phone – 0161 271 3980, 9am-4pm Monday-Friday (excluding Bank Holidays)

Post – NHS Greater Manchester, 4th Floor, Piccadilly Place, Manchester, M1 3BN.

HEALTH SERVICE OMBUDSMAN

You also have the right to contact the Parliamentary and Health Service Ombudsman.

You can call their customer helpline on 0345 015 4033 from 08:30 to 17:30, Monday to Friday, except bank holidays. Calls are charged at local or national rates.

Or you can send a text to their ‘call back’ service: 07624 813 005, with your name and mobile number.

For more information you can visit their website via www.ombudsman.org.uk