Practice Complaints Procedure

 

Although we try to give the best possible service to our patients, there may be times when you feel you have received less than this.

The practice hopes you will feel able to use our in-house complaints procedure to give us the opportunity to investigate and if necessary, put right any problem or mistake you have identified.

 

How to Complain

 

We hope that most problems can be sorted out easily and quickly, often at the time they arise with the person concerned.

If your problem cannot be sorted out this way and you wish to make a formal complaint, Please write to our Practice Human Resources Manager,

We would like you to let us know of your complaint as soon as possible, ideally within a matter of days or at most a few weeks. This will enable us to establish what happened more easily.

If it is not possible to do that, please let us have details of your complaint:

• Within 6 months of the incident
• Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

 

What we will do

Your complaint will be acknowledged in writing within 7 working days. Our aim is to have looked into your complaint within 28 working days and replied in writing. You may be offered an appointment for a meeting to discuss the matters involved.

When we look into your complaint, we aim to find out what happened, what went wrong, make sure you receive an apology where this is appropriate and identify what  we can do to make sure the problem    doesn’t happen again.

We hope at the end of the process, you will feel satisfied that we have dealt with your complaint thoroughly.

 

Practice Complaints

Leylands Medical Centre

81 Leylands Lane

Bradford

BD9 5PZ

Telephone: 01274 770771

E-Mail: HR.Leylandsmc@bradford.nhs.uk

If you do not  feel satisfied with the  way your complaint has been handled you can  contact NHS West Yorkshire ICB

NHS West Yorkshire ICB

You can complain in writing, by email or by speaking to someone.

Anyone can complain, including young people. A family member, carer, friend or your local MP can complain on your behalf with your permission.

 

Tel:       07583 102430 / 07866 015382

Email:   bdc.complaints@nhs.net

Web:    www.westyorkshire.icb.nhs.uk/Contact/comments-concerns-compliments/formal-complaints

 

Parliamentary & Health Service Ombudsman

 If you remain dissatisfied with the outcome of your complaint investigation, you may ask the Parliamentary & Health Service Ombudsman to look at your complaint.

Contact details:

Millbank Tower

Millbank

London

SW1P 4QP

Tel: 0345 015 4033