Practice Complaints Procedure
We endeavour to offer the best service to all our patients. If you feel we have fallen short please feel free to discuss this with any staff member. If the issue is not resolved to your satisfaction they will suggest you contact Karey Bennett to whom you may talk to informally discuss the problem and offer you further advice on our formal complaints procedures. If you wish to follow this please let us know as soon as possible after a problem or issue arises. If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:
- Within 12 months of the incident that caused the problem
OR
- Within 12 months from when the complaint comes to your notice
The Practice will acknowledge your complaint within three working days.
When the practice looks into your complaint it aims to:
- Ascertain the full circumstances of the complaint.
- Make arrangements for you to discuss the problem with those concerned, if you would like this.
- Make sure you receive an apology, where this is appropriate.
- Identify what the practice can do to make sure the problem does not happen again.
COMPLAINING ON BEHALF OF SOMEONE ELSE
Please note that York Medical Group keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.
COMPLAINING TO OTHER AUTHORITIES
The practice management team hope that if you have a problem you will use the Practice Complaints Procedure. However, if you feel you cannot raise your complaint with us, or you are dissatisfied with the response received from us, you can contact any of the following 2 bodies:
- NHS Complaints Advocacy Service, Tower Court Oakdale Road, Clifton Moor, YO30 4XL. Or phone: 0300 012 4212
- National Commissioning Board, Central Contact Centre, PO Box 16738, Redditch, B97 9PT or telephone 0300 311 22 33 Mon to Fri 8am to 6pm or email [email protected]
- As a last resort, if you are not happy with the response from this practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England. You can call the Ombudsman’s Complaints Helpline on 0345 015 4 033 or http://www.ombudsman.org.uk or Textphone (Minicom): 0300 061 4298
If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission on 03000 616161, or alternatively visit the website: www.cqc.org.uk/contact-us
Help with other medical services
Independent Complaints and Advocacy service
ICAS is a national service that supports people who want to make a complaint about their NHS Care or treatment. Your local ICAS service can be found on the website below:
https://www.england.nhs.uk/2013/03/advocacy-complaint/
- The Patient Advice Liaison service known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.
Contact Telephone Number: 01904 726262
Address: York Hospital, Wigginton Road, York, North Yorkshire, YO31 8HE
Contact Email Address:[email protected]