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Noticeboard

Friends and Family Test

Would you recommend us to your friends and family? and are you happy with the services? Click on the Friends and Family Test on the right hand side.

PPG You said, We did

We now have a you said, we did progress report based on the results from our PPG. Click the Group Results tab from here

Online Appointments

Now you can book some appointments online!
See the latest news section for more details.

Online Prescriptions

Now you can request your repeat prescriptions online!
See the latest news section for more details.

SMS Appointment Reminders

With your consent, we can text you (free) a confirmation of your appointment and a reminder message a day before.
See the latest news section for more details.

Self Check-In Board

The new self check-in screen has arrived and is up and running. So avoid the queue and try it out when arriving for an appointment. It is simple to use but please ask at reception if you need any help

Patient Participation Group

 Thanks to all those who signed up to our Patient Group. We are currently running this year's major patient questionnaire and will share the results in mid-october. Please look out for further information in the "Latest News" section. We always welcome new members so please go to the Patient Group page if you would like to join.

Complaint Information

registration1We always try to give you the best service possible, but there maybe times when you feel this has not happened. This explains what to do if you have a complaint about the services we provide.

 

Right To Complain

We have to respect our duty of confidentiality to patients and a patients consent will be necessary if someone other than the patients wishes to complain on their behalf.

How To Complain

If you have a complaint you must first bring it to the attention of one of our staff. If the matter cannot be resolved on the spot and you wish to take it further please write to our Practice Manager Anita Summerfield. She will take full details of your complaint and decide how best to undertake the investigation. A written acknowledgement will be sent to you within two days.

The aim is to resolve complaints speedily. In normal circumstances, therefore you will be offered either an oral or written response or an appointment for a meeting to discuss your concerns. We will aim to resolve your complaints within ten days. Sometimes, we may need to make some enquiries and this may take a little longer before we can contact you. In this instance, we will keep you informed.

We will always try to address your concerns fully, provide you with an explanation and discuss any action that maybe needed.

We hope that upon receipt of our written response or at the end of the meeting, you will feel satisfied that we have dealt with the matter thoroughly.

Staff Complaints About Patients

We would like to point out that the staff have the same rights as the patient. We operate a zero tolerance to abuse. If they feel they need to complain about a patient the same procedure will be followed and the matter will be brought to the patient's attention if necessary.

Complaining to NHS England

If you do not feel able to raise your complaint with us or you are dissatisfied with the outcome of your complaint you can contact NHS England, although we would like you to talk to us at the practice to give us the opportunity to resolve your concerns for you in the first instance. However, the helpline number for NHS England is: 

0300 311 2233,
or you can write to NHS England, at PO Box 16738, Redditch, B97 9PT,
or email; england.contactus@nhs.net.

Parliamentary Health Service Ombudsman (PHSO)

If you remain dissatisfied with the outcome of your complaint you can approach the PHSO. This should be done within 12 months of the final outcome. You can contact the PHSO on as follows:

Millbank Tower, Millbank, London, SW1P 4QP
Tel: 0345 0154033

Independent help and support

You may also like to contact ICAT, the Independent Complaints Advocacy Team who can offer you independent help and support in making a complaint.

The telephone number to contact is 01274 750784 or by post at;
ICAT, Rooms 21-29, 1st Floor, The Tradeforce Building, Cornwall Place, Bradford, BD8 7JT.

Secondary care complaints

If you are not satisfied with a secondary care service e.g. hospital appointments/referrals and wish to complain you have the right to complain to Bradford Teaching Hospitals PALs & complaints team. 

The appropriate contact address for PALS in hospital is:

PALS & Complaints Team, Bradford Teaching Hospital, NHS Foundation Trust, Bradford Royal Infirmary, Duckworth Lane, Bradford, BD9 6RJ.

Tel: 01274 364021
Email: pals@bthft.nhs.uk



 
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