Complaints Policy

Dearne Valley Health Centre welcomes comments, complaints and suggestions - we are constantly seeking to improve our services and welcome feedback, both positive and negative.

Talk to us.

The Practice is committed to providing high-quality, person-centred care and treatment that’s both safe and effective. However, we understand that there are times when things go wrong. If something goes wrong, or you’re dissatisfied with what we have or haven’t done, please tell us, and we’ll do our best to make things right. If we can’t resolve matters the way you want, we’ll explain why it’s not possible to do as you suggest. 

Understandably, you might be upset or distressed when formally raising concerns about you or your loved one’s care. Our practice team will treat you with respect and dignity throughout this emotional time. It’s expected that you will show them the same courtesy. 

We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of resolving whatever has gone wrong and allowing us to improve our services.  

If you have any concerns, you can talk to any member of our staff initially. We will work with you to resolve the issue without any formal process. It's usually best to sort out concerns within the practice. However, if you need to make a formal complaint, you can do so through our Practice Manager.

 

What we shall do

• We will acknowledge your complaint in writing and endeavour to respond, after fully investigating, within 20 working days 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.
• Write to you on completion of a complaint investigation explaining how it has been resolved, what appropriate action has been taken and advising you of your right to take the matter to the Health Services Ombudsman if you are still unhappy

If you find it challenging to raise your concerns with us because, for example, there has been a breakdown in the patient-practice relationship, you can raise your complaint with the ICB, who commission and pay for the NHS services you use by: 

Email: at wyicb.pals@nhs.net

 Telephone: 01924 552150*

*Monday to Friday, 9- 4.30 pm, excluding bank holidays. 

Please note that the team receives many telephone calls daily and may be unable to respond instantly. 

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

Please note: You cannot ask the ICB to consider the same concerns or complaints you raised with us.

 Citizens Advice Bureau also provides information and advice about making complaints.

 

If you wish to complain 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.

Take it Further

If you remain unhappy after receiving our final reply, you can ask the Health Service Ombudsman to review your complaint independently. 

Before taking this step, we hope you would let us know what aspect of the complaint has not been dealt with satisfactorily and provide an opportunity for us to consider whether there is anything further that could be done locally to resolve matters. 

The Ombudsman is independent of the NHS and free to use. It can help resolve your complaint and tell the NHS how to put things right if it has got them wrong. 

The Ombudsman only has legal powers to investigate certain complaints. You must have received a final response from the Practice before the Ombudsman can look at your complaint. Unless there are exceptional circumstances, it will generally not investigate your complaint if it happened more than 12 months ago. 

Address: Parliamentary & Health Service Ombudsman, Tower 30, Millbank, London SW1P 4QP

 Phone: 0345 015 4033

Their lines are open: Monday to Thursday, 8.30 am to 5.00 pm | Friday, 8.30 am to 12 pm.

e-mail: OHSC.Enquiries@ombudsman.gsi.gov.uk
Website: www.ombudsman.org.uk