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COMPLAINTS PROCEDURE

If you have a complaint or concern about the service, you have received from any of the staff working for West Leeds Primary Network please let us know. We adopt a formal Complaints Procedure as an NHS service provider for dealing with any such issues. Our complaints system meets national criteria.

MAKING A COMPLAINT

We hope that most problems can be sorted out easily and quickly, usually at the time they arise and with the person concerned. If your problem cannot be sorted
out in this way and you wish to make a complaint, we would like you to let us know ideally within a matter of days – or at the most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

• – Within 12 months of the incident or
• – Within 12 months of you becoming aware of the matter.

Complaints should be in writing & addressed to the Deputy PCN Manager KATRINA DICKSON. Please telephone 0113 224 8222 to obtain an email address or alternatively post can be sent to:

West Leeds PCN
Ground Floor
Manor House, Robin Lane
LS28 7BR

WHAT WE DO NEXT

We will acknowledge your complaint within 3 working days and aim to have investigated your complaint within 4 weeks of the date you raised it with us. Occasionally it can take longer depending on the nature of your complaint.
We will then be able to offer you an explanation and you will be entitled to a written response to your complaint. We aim to:

• – Find out what happened and what went wrong
• – Make it possible for you to discuss the problem with either the Deputy PCN Manager and/ or the staff member involved in the issue raised.
• – Make sure you receive an apology where appropriate
• – Identify what we can do to make sure the problem does not recur.

IF YOU ARE DISSATISFIED WITH THE OUTCOME

We hope that, if you have a problem, you will use our complaints procedure in the first instance. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, you also have the right to approach the Health Service Ombudsman.

The contact details are:

The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk

You may also approach Leeds Independent Health Complaints Advocacy for help or advice. They can be contacted on 0113 244 0606 or their information guide can be obtained from your prac