We always try to give the best possible service. However, if you have a complaint about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice based complaints procedure as part of the NHS system for dealing with patient complaints.
How to Complain
We hope that most problems can be sorted out easily and quickly, preferably at the time they arise and with the person concerned.
If you cannot resolve this problem or if any of our staff feel that a patient is unhappy, you may be contacted by a member of our Customer Services team. These staff will try and resolve any problems quickly and are happy to speak to any patients who are unhappy with any aspects of the service we provide.
If your problem cannot be resolved in this way, and you wish to make a formal complaint, we would like you to let us know as soon as possible.
If this is not possible please let us have details of your complaint within 12 months of the date of the event that caused the problem or within 12 months of the matter first coming to you attention
We would ask in the first instance that a complaint is made in writing to;
Trinity Medical Centre
Alternatively, you may ask for an appointment with the Manager in order to discuss your concerns.
The Manager will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
What Happens Next?
We will acknowledge your complaints within Three working days and aim to provide a more detailed response within a timescale we will agree with you. We shall then be in a position to offer you an explanation or a meeting with the people involved.
When we look into your complaint we aim to:
- Find out what happened and what went wrong
- Make it possible 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 we can do to make sure the problem does not happen again
Complaining on behalf of someone else
Please note that we keep strictly to the rules of patient confidentiality. If you are complaining on behalf of someone else we have to know that you have their permission. A written letter of authorization from that person will be needed—unless they are incapable of providing this. We can provide you with patient consent forms for completion. One will be provided with your complaints leaflet.
Complaining to the Clinical Commissioning Group
We hope that if you have a problem you will use our practice complaints procedure. We believe this will give us the best opportunity to put right whatever has gone wrong and to improve our practice.
However, this does not affect your right to approach the Clinical Commissioning Group if you feel you cannot raise your complaint with us directly.
You can write to:
White Rose House
You can also contact the Patient Advice & Liaison Service or the Independent Complaints Advocacy Service.
Patient Advice & Liaison Service
How to contact PALS
Telephone: 0845 602 4832
Fax: 01924 317792
Text: For general health enquiries, start your text with PALS, add your name and short query, then send to 64446
Writing: Patient Advice and Liaison Service (PALS)
NHS Wakefield District
FREEPOST NEA 12747
The PALS office is open Monday – Friday from 8.30am to 5.00pm. There is an answer-phone service for queries outside these hours.
Independent Complaints Advocacy Service
0845 120 3734
UK Ombudsman Services
The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England.