We 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 three 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; firstname.lastname@example.org.
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