PATIENT COMPLAINTS PROCEDURE
If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.
HOW TO COMPLAIN
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If we are unable to resolve the problem at an early stage, then you should discuss the matter with our Practice Manager. If you then wish to complain formally, they will help you to do this.
If you wish to make a formal complaint, please do so as soon as possible, ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager. They will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
You can email us at [email protected] or in writing FAO Alison Briscombe, 205 High Street, Boston Spa, Wetherby, LS23 6PY.
COMPLAINING ON BEHALF OF SOMEONE ELSE
We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed unless they are incapable (because of illness or infirmity) of providing this. A Third-Party Consent Form is available from reception.
WHAT WE WILL DO
We will acknowledge your complaint within 10 working days and aim to have fully investigated and replied within 28 working days of the date it was received. If we expect it to take longer, we will explain the reason for the delay and tell you when we expect to finish. When we investigate your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate and take steps to make sure any problem does not arise again.
You will receive a final letter setting out the result of any practice investigations.
TAKING IT FURTHER
Many people regularly visit local primary care providers such as their doctor, dentist, optician, or pharmacy and have a positive experience. If you encounter any problems, you should always speak with a senior staff member, from whom you received treatment, advice, or care to give them the chance to address the issue promptly. This option has NOT changed.
However, if you do not feel comfortable or believe it is inappropriate to raise your complaint directly with your primary care provider, you must now contact the West Yorkshire Integrated
Care Board (ICB) instead of NHS England. Please contact us by:
- Email: [email protected]
- Telephone: 01924 552 150
- In writing: Complaints Team, West Yorkshire Integrated Care Board, White Rose House West Parade, Wakefield WF1 1LT
- Monday to Friday 9 to 5 p.m. excluding bank holidays.
- Out of hours: Please leave a voice message about the best time to contact you to discuss the details.
Health Service Ombudsman
After local resolution, if you are still not satisfied with how your complaint has been dealt with, you may choose to take your complaint to the Parliamentary and Health Service Ombudsman:
A: Millbank Tower. 30 Millbank. Westminster. London. SW1P 4QP
T: 0345 015 4033