Feedback and Compliments
We always welcome feedback from our patients. If you have suggestions on how we can improve our services, or if you’d like to share a compliment about something our staff have done well, please use our feedback form.
All feedback is reviewed at the start of every month by our GP Partners and management team. We look for any recurring themes where several patients have highlighted that something needs to change, and we share both compliments and areas for improvement with all staff.
Complaints
If you have a complaint about the service that you have received from the practice or any of the staff working here, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints.
How to complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. Often a discussion with one of our trained Reception colleagues or managers will enable the matter to be resolved quickly and effectively.
If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.
Complaints should be made;
- within 12 months of the matter which caused the problem; or
- within 12 months of becoming aware you have something to complain about.
If we cannot resolve your issue by discussing it with you, then you can use the form at the bottom of this page to make a formal complaint. It would be helpful if you can give us specific details of what you feel went wrong and what outcome you would like.
What we shall do on receipt of a ‘formal’ complaint
We will aim to acknowledge your complaint within three working days. We will then investigate your complaint and aim to provide you with a response within 40 working days.
When we look into your complaint, we shall aim to:
- find out what happened and what went wrong;
- make sure you receive an appropriate apology;
- identify what we can learn from your complaint and what we can do to make sure the problem doesn’t happen again in order to improve our services.
Complaining on behalf of someone else
We keep strictly to the rules of confidentiality and if you are complaining on behalf of someone else, we have to know that you have his or her permission to do so.
Independent help and support
If you would like independent support with making an NHS complaint, Cloverleaf Advocacy provides the statutory Independent Health Complaints Advocacy service. They can help you understand the NHS complaints process, prepare your complaint, submit it to the correct organisation, and support you through any follow‑up meetings or next steps. You can contact Cloverleaf Advocacy directly through their website or by calling 0300 012 4212.
Complaining to West Yorkshire Integrated Care Board (ICB)
If you do not feel able to raise your complaint with us you can contact our local integrated care board (ICB), 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, if you do not feel comfortable or believe it is inappropriate to raise your complaint directly with the GP practice, you can contact the West Yorkshire Integrated Care Board (ICB) instead of NHS England.
Email: wyicb.
Telephone: 01924 552 150*
*Monday to Friday 9 to 5 p.m. excluding bank holidays.
In writing: Complaints Team, West Yorkshire Integrated Care Board, White Rose House West Parade, Wakefield WF1 1LT
Submit a complaint
You can use this form to send a complaint to us: