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 resolving whatever has gone wrong and
allowing us to improve our services.
Who to talk to
If you have any concerns, you can talk to any member of our staff initially. We will work
with you to resolve the issue without any formal process. It’s usually best to sort out
concerns within the practice. However, if you need to make a formal complaint, you
can do so through our Practice Manager.
If you find it challenging to raise your concerns with us because, for example, there
has been a breakdown in the patient-practice relationship, you can raise your
complaint with the ICB, who commission and pay for the NHS services you use by:
Email: at [email protected]
Telephone: 01924 552150*
*Monday to Friday, 9- 4.30 pm, excluding bank holidays.
Please note that the team receives many telephone calls daily and may be unable to
respond instantly.
In writing: West Yorkshire Integrated Care Board Complaints Team, White Rose
House West Parade, Wakefield WF1 1LT
Please note: You cannot ask the ICB to consider the same concerns or complaints
you raised with us.
Citizens Advice Bureau also provides information and advice about making
complaints.
Take it Further.
If you remain unhappy after receiving our final reply, you can ask the Health Service
Ombudsman to review your complaint independently.
Before taking this step, we hope you would let us know what aspect of the complaint
has not been dealt with satisfactorily and provide an opportunity for us to consider
whether there is anything further that could be done locally to resolve matters.
The Ombudsman is independent of the NHS and free to use. It can help resolve your
complaint and tell the NHS how to put things right if it has got them wrong.
The Ombudsman only has legal powers to investigate certain complaints. You must
have received a final response from the Practice before the Ombudsman can look at
your complaint. Unless there are exceptional circumstances, it will generally not
investigate your complaint if it happened more than 12 months ago.
Address: Parliamentary & Health Service Ombudsman
Tower 30
Millbank
London SW1P 4QP
Phone: 0345 015 4033
Their lines are open: Monday to Thursday, 8.30 am to 5.00 pm | Friday, 8.30 am to 12
pm.
For more information, please read our Complaints Policy.
