Patient Complaints Procedure
If you have a complaint or concern about the service that you have received from the doctors or any of the staff working in the Practice, please let us know. We operate a Practice Complaints Procedure as part of the NHS system for dealing with complaints. Our lead GP for complaints is Dr Uzma Qureshi.
How to Complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and 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 because this will enable us to establish what happened more easily.
You should normally make a complaint within twelve months of the event, or within twelve months of becoming aware that you have something to complain about. However, these time limits may be waived if there are good reasons why you could not complain earlier and if we are still able to investigate the complaint fairly and effectively in spite of the delay.
Complaints can be made either orally or in writing to the Practice Manager, Mr Graham Symonds, or to any of the doctors.
What We Will Do
We will acknowledge receipt of your complaint within 3 working days either orally or in writing and will offer to discuss the matter with you.
We will aim to investigate and deal with all complaints efficiently and speedily. We will send you a written response with a report on the investigation as soon as reasonably practicable. If we are not able to meet the response deadline we have agreed with you, we will contact you to advise why and negotiate another timescale. If you wish we can also arrange a meeting with the Practice manager and/or a GP to discuss your complaint
All oral complaints will be recorded in writing by the Practice and you can be provided with a copy of the written record.
When we look into your complaints, we will aim to:
- find out what happened and what went wrong
- advise you what we will do to put the matter right
- make sure you receive an apology where this is appropriate.
- identify what we can do to make sure the problem does not happen again.
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 putting right whatever has gone wrong and an opportunity to improve the services provided by our Practice.
If you are not content with the outcome of your complaint at local level you can ask the Ombudsman to independently review your case by writing to:
The Parliamentary and Health Services Ombudsman
Or phone: 0345 015 4033
If You Need Help
If you feel that you are unable to speak to the practice directly you can contact PALS(Patient Advice and Liaison Service). PALS offers free, confidential advice to patients and carers and can help when dealing with complaint.
The service can be contacted on 0800 0525 270 or by email at: WestYorksPALS@nhs.net.
In addition NHS England is setting up a customer contact centre. They will be dealing with calls from patients and the public about issues relating to primary care. For more information, you can:
Complaining on Behalf of Someone Else
Please note that 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 letter signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
Click here to download our complaints form (Word)
We strive for excellence & so we are always interested in any constructive comments you may have positive or negative & will try to act on them