We welcome feedback about your experiences, as it lets the practice know what we are doing well and where we could improve.

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, tell us and we’ll do our best to put things right. If we can’t resolve matters in 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. As a result of this, our practice team will treat you with respect and dignity throughout this emotional time. It’s expected you show the same courtesy to them.

 

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 putting right whatever has gone wrong and allow us to improve our services.

 

Who to talk to

You can speak to any member of staff initially about your concerns. This allows us to work with you to resolve any concern you may have without going through a formal process. Most complaints are best resolved within the practice, and formal complaints should be made via our Practice Manager

 

Please click the following link [Complaints Leaflet ]

Click here for our complaint form

Once the form has been completed you can drop the form into reception, or you can email the form to wyicb-cal.secretariesspringhallsurgery@nhs.net.

For more information, please read our [Complaints policy].

If you feel unable to raise your complaint with us directly or if you believe this is not appropriate, 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 a high number of telephone calls daily and may not be able to respond instantly to each one.

 

 

In writing: Patient Advice and Liaison Service,

West Yorkshire Integrated Care Board,

White Rose House West Parade,

Wakefield

WF1 1LT

 

Please note: The ICB is unable to consider or reconsider the same concerns or complaints you have raised with us.

 

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

Take it Further.

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

 

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:

Manchester

All post should be sent to their main office in Manchester:

 

Parliamentary & Health Service Ombudsman

Citygate
Mosley Street
Manchester
M2 3HQ

 

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.

 

Before considering 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.

 

For more information, Click here to download our Complaints Policy

 

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

New contractual requirements came into force on 1 April 2014 requiring that GP practices should make available a statement of intent in relation to the following IT developments.

Click here to read more

The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you e.g. from district nurses and hospital services.
• To help you get other services e.g. from the social work department. This requires your consent.
• When we have a duty to others e.g. in child protection cases anonymous patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

The Spring Hall Medical Practice does not discriminate on grounds of race, gender, disability, social class, age, sexual orientation or medical condition. The practice does not normally refuse patients. However, it does not tolerate violence, theft or abusive language.

All patients regsitered at the practice now have a named GP (the one you are registered with). You are still able to see the GP of your choice as before.

All patients now have a named GP (the one you are registered with) who is responsible for your overall care at the practice. You are still able to see the GP of your choice as before. If you are unsure who your named GP is and have not been contacted yet please call the surgery and the receptionists will be happy to advise.

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