Complaints

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at The Northolme Practice.

We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to talk to

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible.  Alternatively, ask to speak to the complaints manager, Hassan Ibrahim (Practice Manager), but note this may need to be a booked appointment.

A complaint can be made verbally or in writing.  A complaints form is available from reception.  Additionally, you can complain via email to:

wyicb-cal.northolme-patients@nhs.net

If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:

Complaints Team, West Yorkshire Integrated Care Board, White Rose House West Parade, Wakefield, WF1 1LT

01924 552 150

wyicb.complaints@nhs.net

Time frames for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

The complaints manager will respond to you within three business days to acknowledge your complaint.

We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

Investigating complaints

We will investigate all complaints effectively and in conjunction with extant legislation and guidance. 

Confidentiality

We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

Third party complaints

We allow third parties to make a complaint on behalf of a patient. The patient must provide consent for them to do so.  A third-party patient complaint form is available from reception.

Final response

We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.

Advocacy support

• POhWER support centre can be contacted via 0300 456 2370

• Age UK on 0800 055 6112

• Healthwatch Calderdale can help you find independent NHS complaints Advocacy services in your area.

• Calderdale Council can also give advice on local Advocacy services

• Other advocates and links can be found on this PHSO webpage

Further action

If you are dissatisfied with the outcome of your complaint from either NHS West Yorkshire Integrated Care Board or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either:

Milbank Tower, Milbank
LONDON
SW1P 4QP

Citygate, Mosley Street
MANCHESTER
M2 3HQ
Tel: 0345 015 4033