We welcome feedback about your experiences, as it lets the practice know what we are doing well and where we could improve. Talk to us.
Our aim is to provide high quality care and person-centred care and treatment that is both safe and effective. However, we understand that there are times when things go wrong. If something goes wrong, or you’re dissatisfied with what we have or haven’t done, tell us and we’ll do our best to put things right. If we can’t resolve matters in the way you want, we will explain why it is not possible to do as you suggest. Understandably, you might be upset or distressed when formally raising concerns about you or your loved one’s care. As a result of this, our practice team will treat you with respect and dignity throughout this emotional time. It is expected you show the same courtesy to them.
We hope that, if you have a problem, you will use our practice based complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and allow us to improve our services.
You can speak to any member of staff initially about your concerns. This allows us to work with you to resolve any concern you may have without going through a formal process. Most complaints are best resolved within the practice and formal complaints should be made via our Practice Manager Claire Cox.
To see further details please click on this link Complaints Information – for Patients
If you feel unable to raise your complaint directly or if you believe this is not appropriate, you can raise your complaint with the ICB who commission and pay for the NHS services you use by: Email at [email protected] or Telephone 01924 552150* (Telephone Monday to Friday 9 – 5, excluding Bank Holidays). In writing: West Yorkshire Integrated Care Board Complaints Team, White Rose House West Parade, Wakefield WF1 1LT. Please note: The ICB is unable to consider or reconsider the same concerns or complaints you have raised with us.
If after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman – details below.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
Tel: 0345 015 4033 Lines open Monday to Thursday 8.30 – 5.00pm Friday 8.30 – 12pm
Email: [email protected]
Write: Millbank Tower, Millbank, London SW1P 4QP.
Before considering taking this step, we hope that you would let us know what aspect of the complaint has not been dealt with satisfactorily and provide an opportunity for us to consider whether there is anything further that could be done locally to resolve matters. Citizens Advice Bureau also provides information and advice about making complaints.
Care Quality Commission
They inspect GP practices and other primary medical services in England to check that they are meeting the national standards of quality and safety.
Click on the Care Quality Commission tab on the right hand menu to read their reports on the inspections undertaken in 2015 and 2019.