Every patient has the right to make a complaint about the treatment or care they have received.
We understand that we may not always get everything right all the time, so by telling us about the problem you have encountered, we will be able to improve our services and patient experience. 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 – verbal complaints
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, please tell us, and we’ll do our best to make things right. If we can’t resolve matters the way you want, we’ll explain why it’s 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. Our practice team will treat you with respect and dignity throughout this emotional time. It’s expected that you will show them the same courtesy.
We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of resolving whatever has gone wrong and allowing us to improve our services.
Most verbal complaints can be resolved within 24 hours. Please ask to speak to our Patient Liaison Officer in the first instance who is trained to handle verbal complaints.
Written complaints to the Practice or Commissioners
If you want to make a more formal complaint in writing, for a full and thorough investigation, please complete our complaints form which is available from reception or to download here. We will aim to investigate your complaint and provide you with the findings as soon as we can. We will provide you with updates regarding any delays which we encounter along the way. We will issue a final response to all complainants which will provide full details of the outcome of your complaint.
Alternatively, if patients do not feel comfortable or believe it is inappropriate to raise a complaint directly with the Practice, they can go through the complaints process with our local Commissioners. For more details please click here
Who to talk to
If you find it challenging to raise your concerns with us because, for example, there has been a breakdown in the patient-practice relationship, you can raise your complaint with the ICB, who commission and pay for the NHS services you use by:
Email: at [email protected]
Telephone: 01924 552150*
*Monday to Friday, 9- 4.30 pm, excluding bank holidays.
Please note that the team receives many telephone calls daily and may be unable to respond instantly.
In writing: West Yorkshire Integrated Care Board Complaints Team, White Rose House West Parade, Wakefield WF1 1LT
Please note: You cannot ask the ICB to consider the same concerns or complaints you raised with us.
Time Frame
The time constraint on bringing a complaint is 12 months from the occurrence that gave rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
Confidentiality
We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record. Please be assured that your care and the care of your family will not be compromised as a result of any complaints.
Third party complaints
We also allow a third party to make a complaint on your behalf, i.e. a family member. However you as the patient must first provide consent for them to do so. To do this you will need to ask reception for a copy of our third party consent form, or you can download a copy here.
More information
More detailed information regarding our complaints procedure can be found in our Complaints Policy. You can ask reception for a copy or download a copy here.
Taking it Further
If you remain unhappy after receiving our final reply, you can ask the Health Service Ombudsman to review your complaint independently.
Before taking this step, we hope 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.
The Ombudsman is independent of the NHS and free to use. It can help resolve your complaint and tell the NHS how to put things right if it has got them wrong.
The Ombudsman only has legal powers to investigate certain complaints. You must have received a final response from the Practice before the Ombudsman can look at your complaint. Unless there are exceptional circumstances, it will generally not investigate your complaint if it happened more than 12 months ago.
Parliamentary Health Service Ombudsman (PHSO),
Milbank Tower,
Milbank,
London,
SW1P 4QP
Tel: 0345 015 4033
Their lines are open: Monday to Thursday, 8.30 am to 5.00 pm | Friday, 8.30 am to 12 pm.
www.ombudsman.org.uk
Advocacy support
If you need any support with any aspect of your complaint, you can contact any of the following independent bodies who will be more than willing to help:
- Citizens Advice Bureau also provides information and advice about making complaints.
- NHS Complaints Advocacy can be contacted on 0300 303 1660
- POhWER support centre can be contacted via 0300 456 2370
- Age UK on 0800 055 6112