Complaints

Complaints Procedure

If you would like to make a comment or complaint about a service or treatment you, or a member of your family, have received please let us know as soon as possible. Our reception staff will be able to provide you with a copy of our complaints procedure and a form for completion if you wish, or you may download a copy here:

Patient Complaints Form

The NHS advocacy service can help you with any complaint you wish to make. Please visit www.nhscomplaintsadvocacy.org for more details.

How do I make an informal complaint?

Please speak to the Practice Manager or the Assistant Practice Manager. This gives you the opportunity to sort out any problems immediately without going through a formal process.

If you do not feel able to make your complaint directly to them, you may contact the Barnsley Patient Advice and Liaison Service (PALS) based at Barnsley Hospital (www.pals.nhs.uk). The officers there will be able to help and advise you.

How do I make a formal complaint?

If you wish to make a formal complaint, please write to the Practice Manager and include the following details:

  • Your full name and address
  • The name of the person the complaint is about
  • The date of the person the complaint is about so that records can be found
  • The name and work address of the person or service you wish to complain about
  • The date the ‘incident’ you wish to complain about happened
  • Details of what you are complaining about

If you are complaining on behalf of someone else, you must have the person’s permission.

What will happen next?

The practice will acknowledge receipt of your complaint within 3 working days. Your concerns will be investigated and a full reply will be sent to you within 10 working days. If a full reply cannot be sent within this time, you will be informed of progress and the reason for the delay.

If you are unhappy about our response, we can arrange a meeting between yourself, the relevant staff and a go-between to talk through your concerns.

Occasionally a complaint may still not be resolved at this stage. If so, you can contact the Parliamentary and Health Service Ombudsman (www.ombudsman.org.uk).

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

Comments and Suggestions

We welcome constructive feedback about our service so we can continually improve patients’ experience. If you, or a member of your family, have a suggestion or comment to make, please address these to the Practice Manager.