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Compliments, Comments and Complaints

The practice is always looking to develop and improve its systems and procedures and your comments are always welcome. In a time of so much change it is vitally important to constantly re-assess our procedures.

The practice tries to provide the best service possible but recognises that occasionally things don’t always go as you would wish. The practice operates an in-house complaints system which complies with the NHS complaints procedure. This procedure does not deal with matters of legal liability or compensation. In some cases, the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.

Your complaint should be addressed to the practice manager, Elizabeth Frankland, who will ensure that it is investigated thoroughly and as speedily as possible. We will acknowledge your complaint within 2 days and aim to report back to you within 10 working days, although in some cases more time may be required.

Please note that the practice must ensure strict adherence to the rules of medical confidentiality. We cannot provide confidential information without appropriate authority if you are not the patient in question.

We can help you write down your complaint if you feel you need help to do so. Please do not hesitate to contact Elizabeth Frankland who will be pleased to assist you.

Complaints will be thoroughly investigated by the lead GP and the practice manager who will respond in writing explaining the situation, the reasons for the action taken, where appropriate, and any lessons learned.

If you are dissatisfied with the outcome of the practice investigation please contact the practice manager, Elizabeth Frankland, on 01924 217 999.  Alternatively you may wish to discuss the matter further with a conciliator, an independent lay person, who acts as an intermediary in such cases. If you wish to pursue this or would like more information about the conciliation process, please either telephone (01924) 317634 or write to the Complaints Department, Wakefield District Primary Care Trust, White Rose House, West Parade, Wakefield, within 28 days.  You can also contact the Primary Care Trust's complaints manager, Adam Bassett, on 01924 213 050 or write to The Complaints Manager, NHS Wakefield District, White Rose House, West Parade, Wakefield, WF1 1LT.

If, after this, you are still dissatisfied you have the right to ask the Parliamentary and Health Service Ombudsman to review your case.  The Parliamentary and Health Service Ombudsman is responsible for reviewing complaints about the NHS where these have not been resolved locally.  The Parliamentary and Health Service Ombudsman can be contacted by telephone on 0345 015 4033, or in writing at the following address: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP or visit their website at

If you require any support taking your complaint further you can contact the Independent Complaints Advisory Service on 0845 120 3734.


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