We welcome feedback about your experiences as it lets the practice know what we are doing well and where we could improve.
This guidance and advice on how to make a complaint is in line with the practice's Complaints Procedure and the 2009 Social Care & NHS Complaints Regulations.
Talk to us
The Practice is committed to providing high-quality, person-centred care and treatment that’s both safe and effective. However, we understand that there are times when things go wrong. If something does go wrong, or you are dissatisfied with what we have or have not done, please tell us, and we will do our best to make things right. If we can’t resolve matters the way you want, we’ll explain why it’s not possible to do as you suggest.
Understandably, you might be upset or distressed when formally raising concerns about you or your loved one’s care. Our practice team will treat you with respect and dignity throughout this emotional time. It is expected that you will show them the same courtesy. We hope that if you have a problem you will use our practice complaints procedure. We believe this will give us the best chance of resolving whatever has gone wrong and allow us to improve our services.
Who to talk to
If you have any concerns you can talk to any member of our staff initially. We will work with you to resolve the issue without any formal process. It’s usually best to sort out concerns with the practice. However, if you need to make a formal complaint you can do so through our Practice Manager or Assistant Manager.
Email: wyicb-wak.stanleyhealthcentre@nhs.net
Please mark this For the Attention of The Practice Manager / Assistant Manager
If you find it challenging to raise your concern with us because, for example there has been a breakdown in the patient-practice relationship, you can raise your complaint with the Integrated Care Board (ICB) who commission and pay for the NHS service you use by:
Email at: wyicb.pals@nhs.net
Telephone: 01924 552150 *Monday to Friday 9 – 4.30pm excluding Bank Holidays
Please note the team receives many telephone calls daily and may be unable to respond instantly.
In writing: West Yorkshire Integrated Care Board Complaints Team, White Rose House, West Parade, Wakefield WF1 1LT
Please note: You cannot ask the ICB to consider the same concerns or complaints you raised with us.
For more information read our Complaints Policy
Citizens Advice Bureau also provide information and advice about making complaints.
Secondary Care Services
If you wish to make a complaint about Secondary Care Services (services provided at hospital) you can contact the hospital directly, as the provider of the service, or the Integrated Care Board (ICB) who commissions these services.
Take it Further
If you remain unhappy after receiving our final reply you can ask the Health Service Ombudsman to review your complaint independently.
Before taking this step we hope you would let us know what aspect of the complaint has not been dealt with satisfactorily and provide an opportunity for us to consider whether there is anything further that could be done locally to resolve matters.
The Ombudsman is independent of the NHS and free to use. It can help resolve your complaint and tell the NHS how to put things right if it has got them wrong.
The Ombudsman only has legal powers to investigate certain complaints. You must have received a final response from the Practice before the Ombudsman can look at your complaint. Unless there is exceptional circumstances it will generally not investigate your complaint if it happened more than 12 months ago.
Address:
Parliamentary & Health Service Ombudsman
Tower 30, Millbank, London, SW1P 4QP
Phone: 0345 015 4033
Their lines are open Monday to Thursday 8.30 – 5pm / Friday 8.30 – 12 pm