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Comments, suggestions and complaints

Comments and suggestions

We welcome your comments and suggestions. You can:

  • speak to a receptionist
  • use the suggestions box in the waiting room
  • use the Friends and Family Test
  • write to the Practice Manager

Complaints

If something has gone wrong, please tell us. Speak to a member of staff, who will try to sort out the problem. To make a formal complaint, please write to the Practice Manager. We deal with complaints under the NHS complaints procedure.

How to complain

You can complain verbally, in writing, or by email. To make the process smoother, you should include: 

  • Your name, address, and contact details.
  • A clear description of what happened, when it occurred, and who was involved.
  • What you hope to achieve, such as an apology, an explanation, or a change in practice.
  • Complaints should normally be made within 12 months of the incident or of you becoming aware of it. Exceptions can be made if there are good reasons for the delay. 

What happens next

  • Acknowledgement: The practice will acknowledge your complaint within three working days.
  • Investigation: The Practice Manager will investigate your complaint. They may offer to discuss it with you to agree on how it will be handled and the likely timeframe for a response.
  • Response: You will receive a written response detailing the investigation’s findings. It should include an apology if necessary and explain what actions will be taken as a result of your complaint.
  • Confidentiality: All complaints are kept confidential and are not stored in your personal medical records to prevent future prejudice. 

Get independent help with a complaint

Cloverleaf Independent Health Complaints Advocacy is a free, independent service for North Yorkshire residents.

1 Devonshire Court
Green Lane Trading Estate
Clifton
York
YO30 5PQ

The Independent Health Complaints Service is a free, independent, professional advocacy service for all North Yorkshire residents who want to make a complaint about healthcare commissioned or provided by the NHS in England.

Some of the issues an advocate can support peoples with include:

  • Discuss complaints/issues/concerns in detail. Advocates will not say if a complaint is valid or not, they will make people aware of what they can and cannot achieve through the complaints process.
  • Discuss the outcomes achievable through making an NHS complaint such as apology, explanation, service improvement or change in procedure.
  • Draft a complaint letter from the information provided.
  • Attend local resolution meetings.

Tel: 0300 012 4212 (Monday to Friday, 9.00am to 5.00pm, outside these times you can leave a message
Fax: 0300 666 012
Email: NHScomplaints@cloverleaf-advocacy.co.uk
Website: www.cloverleaf-advocacy.co.uk