Complaints Procedure

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know.
We operate a practice complaints procedure, that is in line with NHS national procedure.

How to Complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks. This will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:
Within 6 months of the incident which caused the problem; or
Within 6 months of discovering that you have a problem, provided that this is within 12 months of the incident.

Written complaints should be addressed to the Practice Manager – click here to download a complaints form.

Alternatively, you may ask for an appointment in order to discuss your concerns. The Practice Manager will explain the complaints procedure to you and will make sure your concerns are dealt with promptly. It will help if you are as specific as possible about your complaint.

What we shall do

We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the day you raised it with us. We shall then be in a position to offer you an explanation or a meeting with the people involved.

  • When we look into your complaint we shall aim to:
  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned if you would like to
  • Make sure you receive an apology where appropriate
  • Identify what we can do to make sure the problem does not happen again.

Complaining on Behalf of Someone Else

Please note we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable of providing this. Alternatively a third party authorisation section is available on the Practice Complaints form

Other organisations available to help

We hope that you will use the practice complaints procedure to deal with your concerns. We believe this will give you the best chance of putting right what has gone wrong and an opportunity to improve our practice. However, this does not affect your right to approach any of the organisations listed below if you feel you cannot raise the complaint with us or you are dissatisfied with the results of our investigation.

NHS England
The main aim of NHS England is to improve the health outcomes for people in England, and has overall responsibility for all NHS services.
PO Box 16738
Redditch
B97 9PT
Tel: 0300 311 2233 (Monday to Friday 8am to 6pm, excluding English Bank Holidays).
Email: england.contactus@nhs.net (please write ‘for the attention of the Complaints Team’ in the subject line).
Web: http://www.england.nhs.uk/contact-us/complaint/

The Parliamentary and Health Service Ombudsman
The PHSO undertakes independent investigations into complaints alleging that government departments and other public bodies in the UK, including NHS England, have not acted properly or fairly or have provided a poor service.
Millbank Tower,
Millbank
London.
SW1P 4QP
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Web: http://www.ombusman.org.uk

Leeds Patient Advice and Liaison Service – NHS England
PALS provides confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS.
Tel: 0300 311 2233

Leeds Independent Health Complaints Advocacy (LIHCA)
Provides independent support to make an NHS complaint. For Leeds residents, even it the treatment was elsewhere.
Tel: 0113 2440606 (Mon. to Fri. 9am to 5pm)
Email: lihca@advonet.org.uk
Web : http://www.advonet.org.uk

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