Has something gone wrong?
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 they have cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a complaint please complete the online complaints form and the practice manager will deal with your concerns appropriately.
Confidentiality
Your complaint will be treated as confidential. Only those involved and the investigator will know about it. Any paperwork will be kept separately from your medical records and your medical care will not be prejudiced.
If you have a comment, compliment or complaint about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice comments, compliments and complaints procedure which meets NHS national criteria.
Compliments we receive are shared with the individuals concerned and the whole team. This encourages us and lets us know that we are providing a good service.
Complaints If you want us to formally respond to your points then we will treat it as a complaint. You can complain verbally to any member of staff, or in writing. If you wish you will be able to speak with the Practice Manager.
Feedback is treated in the same way, we do the same investigation so we can learn from the matter. However, we will not send you a formal response.
Happy? Leave us a review!
Giving us positive feedback really makes our day! The team often work under some pressure and may not always see the impact of their efforts, so genuine appreciation can make a meaningful difference. It also provides insight into what the practice is doing well, which can helps us maintain high standards.
Please leave us a review on Google or the NHS website.
To leave a Google review please click here.
To leave a review on the NHS website please click here.
We welcome your comments & suggestions
Feedback
Your comments and suggestions are important to us, please click here to send them to us. Please only use the feedback form for comments about the practice and suggestions as to how we can improve our service to you.
Medical matters and official complaints cannot be dealt with via this form. If you have a query regarding a medical matter please telephone reception to make an appointment to see the appropriate person.
Complaints form
Make your complaint to us online. Alternatively you can write to us by post. If you prefer to make a complaint verbally then you may phone the practice or drop in.
West Yorkshire Integrated Care Board
We hope that you will use our complaints procedure. This gives us the best chance of putting things right.
Our services are commissioned by West Yorkshire Integrated Care Board. You may choose to complain directly to them:
West Yorkshire ICB Complaints Team
– 01924 552150
– wyicb.pals@nhs.net
Parliamentary & Health Service Ombudsman
If you have complained to us and remain dissatisfied after our investigation has concluded, you may request a review of your complaint from the Parliamentary & Health Service Ombudsman:
– 0345 015 4033
– ombudsman.org.uk
Leeds Independent Complaints Advocacy
Leeds Independent Complaints Advocacy is a national service that supports patients who wish to complain about NHS care.
They are independent of the NHS and can help if you feel you have not had the service you expect from the NHS and want to complain, using the NHS complaints procedure.
Complete the online form at: www.advonet.org.uk
Or call: 0113 244 0606
* Unity Business Centre, Unit A3, 26 Roundhay Road, Leeds LS7 1AB
LIHCA website.
Health Complaints Advocacy – The Advonet Group
How we manage complaints
We will acknowledge your complaint promptly, by phone or email, and will agree a timescale with you within which we will respond to your complaint. We will also discuss with you how you wish your complaint to be handled and agree an investigation plan with you.
If you have complained verbally we will first agree a written form of the complaint. Once this has been done then we will then look into your complaint, and aim to:
- Find out what happened and what went wrong.
- Make it possible for you to meet and discuss the problem with those concerned, if you wish. You are able to bring a friend to such meetings.
- Make sure you receive an apology.
- Identify what we can do to ensure the problem does not happen again.
We will then be in a position to offer you an explanation in a formal written response. However we may prefer to meet with the appropriate parties to discuss the matter in the first instance.
We aim to resolve complaints quickly and directly with those concerned.
Who will respond to your complaints?
The Practice Manager, Camilla Hawkes, is responsible for investigating and responding to complaints. Dr Natasha Gordon is the GP partner who leads on Learning and Involvement.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know you have their permission. This includes young people. A note signed by the person concerned, or an email from them, will be needed, unless they are unable to do so (usually because of mental incapacity) of proving it. In which case, a decision will be made in the best interests of the person concerned.
Notes
- Making a complaint will not affect your care from St Martin’s Practice in any way. Our records about complaints are kept entirely separate and confidential, not as part of your medical records.
- Whether you are complaining verbally or in writing, please let us know within few days of the incident, or becoming aware of the incident, as this will enable us to establish what happened more easily. The complaints procedure will be explained to you.
Information leaflet about comments, compliments & complaints
If you would like this content of this page as a downloadable document, please download a copy.