Practice Complaints Procedure
We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. We operate a Practice Complaints Procedure as part of an NHS sytem for dealing with complaints. Our complaints system meets national criteria.
How to complain
We hope that most problems can be sorted easily and quickly, often at the time they arise. 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. This will enable us to establish what happened more easily. If it is not possible to do that you 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.
Complaints can be made verbally or in writing to the Practice Manager, Mrs Louise Robson or the complaints manager Mrs Yvonne Culpan
Tel: 01924 271016
Orchard Croft Medical Centre, Cluntergate, Horbury, Wakefield WF4 5BY
What we will do
we will acknowledge your complaint within 3 working days and 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 your 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 keep strictly to the rules of patient confidentiality. If you are complaining on behalf of someone else we have to know that you have their permission. A written lettter of authorisation, or a completed patient consent form (available at reception) from that person will be needed
What you can do next
We hope that you will use the practice complaints procedure as we believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our Practice.
This does not affect your right to contact NHS England if you feel you cannot raise your conplaint with us
NHS England, PO Box 16738, Redditch, B97 9PT
Tel: 0300311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)
Advocacy support is available from
- POhWER support centre can be contacted via 0300 456 2370
- Advocacy People gives advocacy support on 0330 440 9000
- Age UK on 0800 055 6112
- Local Council can give advice on local advocacy services
If you remain dissatisfied with the responses to your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman to review your case.
The Parliamentary and health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QO Tel: 0345 015 4033 www.ombudsman.org.uk