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The Surgery is open:
Monday - Friday 8:00 am - 6:00 pm
Routine appointments from:
08:15 to 11:00 and from 14:00 to 18:00.
Crossley Street Surgery
Crossley Street
Wetherby
LS22 6RT
(01937) 543 200
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Complaints
If you have a complaint or concern about the service you
have received from the doctors or staff working at this
practice please let us know. We have a complaints
procedure as part of the NHS system for dealing with
complaints, which meets the national criteria.
You can download a copy of this procedure by
clicking here (
PDF file)
We hope that most problems can be sorted out quickly and
easily, often at the time that they arise and with the
person concerned. 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. If it is
not possible to do that, please let us have details of
your complaint;
• Within 6 months of the incident that caused the
problem ; or
• Within 6 months of discovering that you have a
problem, provided that this is within 12 months of the
incident
Complaints should be addressed to Mrs V. Innocent, Practice
Manager or any of the Doctors. Alternatively you may ask
for an appointment to discuss your concerns. The
complaints procedure will be explained to you and every
effort will be made to deal with your concerns promptly.
It will be a great help if you are specific as possible
about your complaint.
What we shall do
We shall acknowledge your complaint within two working
days and aim to have looked into your complaint within
ten working days of the date when you raised it with us.
When we look into your complaint we shall aim to
• Find out what happened and what went wrong
• Enable discussion with those concerned, if you would
like this
• Offer an apology, where this is appropriate
• Consider changes to reduce the changes of the problem
happening again
Complaining on behalf of someone else
Please note that we keep strictly to the rules of
medical confidentiality. If you are complaining on
behalf of someone else we have to know that you have
their permission to do so. A note signed by the person
concerned will be needed unless they are incapable
(because of illness) of providing this or under the age
of 16 years.
Complaining to the Primary Care Trust
We hope that if you have a problem you will use our
complaints procedure. We believe that this will give you
the best chance of putting right whatever has gone wrong
and an opportunity to improve our practice. This does
not affect your right to approach the Primary Care Trust
if you feel that you cannot raise a complaint with us
directly or are dissatisfied with the result of our
investigation. You should contact:
The Complaints Manager
c/o South Leeds PCT
Navigation House
8 George Mann Road
Quayside Business Park
Leeds LS10 1DJ,
Tel: (0113) 305 9677.
You may also wish to contact the Independent Complaints
& Advocacy Service (ICAS) for free confidential help and
support in making your complaint. They can be contacted
on (0845) 120 3734.
Should you remain dissatisfied after our investigation
you have the right to request an independent review of
your complaint with the Healthcare Commission, please
contact the Complaints Manager at the Primary Care Trust
on (0113) 305 9675 for details.
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