Our aim is to provide the highest level of care for all of our patients. We are always keen to hear from you and if there is any way in which you feel we could improve the services which we provide please let us know. Please do not use this website to raise a concern or make a complaint, follow the procedure below.
How to make a complaint or raise a concern.
If you have a complaint or a concern about the service which you have received from any of the doctors or other staff working for this Practice, then please let us know as soon as possible.
We hope that most issues can be resolved quickly and easily, preferably at the time they arise and with the person concerned. If your problem cannot be sorted in this way and you find that you wish to make a complaint we would like you to let us know as soon as possible – ideally within a few days – because this will enable us to establish more easily what happened. If it is not possible to do that, then please let us have the details of your complaint within:
- 6 months of the incident; or
- 6 months of discovering the problem, provided that this is within 12 months of the incident occuring.
Complaints can be made by telephone, in person or in writing to either your local Office Manager or the Practice Manager. Alternatively, you may ask for an appointment with either or them to discuss your concerns. They will be pleased to deal with your complaint and will discuss the issues with you and ensure that your concerns are dealt with promptly.
If you prefer to put your complaint In writing, please give us as much detail as you can.
What happens Next
We will acknowledge your complaint within three working days stating the anticipated date by which you can expect a full response. If this is not possible we will explain to you why it cannot be handled within the appropriate timescale. 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 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 this;
- Make sure you receive an apology, where this is appropriate;
- Identify what we can do to make sure the problem does not happen again.
Complaining on behalf of someone else
Please note that we conform strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else then we will, unless they are incapable (because of illness) of providing this, need their written permission to discuss their issue with you.
Complaining to the Primary Care Trust
We hope that if you have a problem you will use our Practice Complaints Procedure. We believe this will give us the best opportunity to put right whatever has gone wrong and to improve our practice. However, this does not affect your right to approach the Primary Care Trust if you feel you cannot raise your complaint with us directly, or if you are dissatisfied with the result of our investigation. Complaints should be sent to:-
NHS Wakefield District
White Rose House
You can also contact the Patient Advice and Liaison Service
C/o NHS Wakefield District
White Rose House
What You Can Do Next
We hope that, if you experience a problem, you will choose to use the Practice’s complaints mechanism. We believe that this will give us the best chance of putting right whatever has gone wrong and the best opportunity for us to improve our Practice.
If you remain dissatisfied with the response(s) to your complaint then you have the right to request the Parliamentary Ombudsman to review your case. The Parliamentary Ombudsman is an independent body established to promote improvements in healthcare through the assessment of those who provide service.
You can contact them through their complaints helpline on 0345 015 4033 or in writing to:
The Parliamentary and Health Service Ombudsman, MillbankTower, Millbank, London, SW1P 4QP.
Further information is available on their website: http://www.ombudsman.org.uk/
Please Help Us To “Get It Right First Time”
Please let us know when you think that we have done something well or if you have any suggestions as to how we could do something better.