Complaints

We always try to give the best possible service. However, if you have a complaint about the service you have received from our doctors or any of the staff working in this practice, please let us know. We operate a practice-based complaints procedure as part of the NHS system for dealing with patient complaints.

How to Complain

We aim to resolve issues promptly and efficiently at the initial point of contact with the staff member involved. If resolution isn’t achieved or if there’s any indication of patient dissatisfaction, a team leader may reach out to discuss the matter further. Our goal is to address and resolve any concerns swiftly, and we welcome direct communication with patients regarding any aspect of our service.

Should your concern remain unresolved and you wish to lodge a formal complaint, we request that you notify us as soon as possible. If immediate notification isn’t feasible, please submit your complaint within 12 months from the date of the event or from when you became aware of the issue. You can lodge a complaint by completing our form, accessible through the link below or by obtaining a paper copy from our surgery.

What Happens Next?

Upon receiving your complaint, we will acknowledge it within 2 working days and aim to investigate the matter thoroughly. Your complaint will be passed to the appropriate team leader relating to your problem. Our objective is to provide you with a response or resolution within 10 working days. Should we require more time, we will communicate accordingly.

During the investigation, 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

We strictly adhere to the rules of patient confidentiality. If you’re lodging a complaint on behalf of someone else, we require to know you have their permission. A written letter of consent from the patient will be required, unless they are incapable of providing this due to various reasons. We can also provide a consent form if required which can be obtained at our reception desk.

Complaining to the Integrated Care Board (ICB)

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 local Integrated Care Board (ICB) if you feel you cannot raise your complaint with us directly.

Website: https://www.westyorkshire.icb.nhs.uk/contact/comments-concerns-complaints

Post: Patient Advice and Liaison Service, West Yorkshire Integrated Care Board, White Rose House West Parade, Wakefield, WF1 1LT

Email: wyicb.pals@nhs.net

Phone: 01924 552150 (Monday to Friday, 9am to 4.30pm, excluding bank holidays)

Further Assistance

For guidance on the complaint handling process, you can reach out to HealthWatch Wakefield. Additionally, the Parliamentary and Health Service Ombudsman website offers comprehensive information on raising complaints about any aspect of the NHS in England.

We are committed to addressing your concerns effectively and continuously improving our services. Your feedback is invaluable in ensuring the quality of care we provide.