We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patients' grievances. Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to complain to the health service authority. Please note that we have to respect our duty of confidentiality to patients and a patient's consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, e-mail or write to our Practice or fill in one of the forms available at reception. Complaints cannot be taken by telephone as we feel it is important to have a record of all complaints so these can be fully investigated. You may also complain by email using the following address wyicb-cal.beechwoodmedicalcentre@nhs.net These will be passed on to the Practice Manager or the Operations Manager. Full details will be taken and a decision made on how best to undertake the investigation.
We believe it is important to deal with complaints as swiftly as possible, you will normally receive a response to a letter or an e-mail within 14 days. Occasionally it may take longer, especially if it is complex or involves numerous people but we will keep you informed throughout if this is the case. On some occasions you may be offered a face to face appointment with a Doctor or a Manager to discuss your complaint. You may bring a friend or relative with you to the meeting. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.
If you feel unable to raise your complaint with us directly or if you believe this is not appropriate, you can raise your complaint with the ICB who commission and pay for the NHS services you use by:
Email: at wyicb.pals@nhs.net
Telephone: 01924 552150 Monday to Friday 9-4:30 pm, excluding bank holidays.
Please note that the team receives a high number of telephone calls daily and may not be able to respond instantly to each one.
In writing: Patient Advice and Liaison Service, West Yorkshire Integrated Care Board, White Rose House West Parade, Wakefield WF1 1LT
Please note: The ICB is unable to consider or reconsider the same concerns or complaints you have 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.
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:
Manchester
All post should be sent to their main office in Manchester:
Parliamentary & Health Service Ombudsman
Citygate
Mosley Street
Manchester
M2 3HQ
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.
Before considering 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.