Leave a compliment, comment or suggestion

SCOTT ROAD MEDICAL CENTRE is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Only by listening to you can the practice continue to build and improve upon the service it offers. 

• Could you get through easily on the telephone?
• Were you seen within 20 minutes of your scheduled appointment time?
• Were our staff helpful and courteous?
• Is there anything we could have done differently to make your experience better?

Send us your comments or suggestions by clicking here

Please only use this form for comments about the practice and suggestions as to how we can improve our service to you. Medical matters and official complaints cannot be dealt with via this form.

Practice Complaints Procedure

If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

How To Complain

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact the Practice Manager who will try to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales: 

• Within 12 months of the incident that caused the problem

OR

• Within 12 months from when the complaint comes to your notice

The Practice will acknowledge your complaint within three working days. 

The Practice will arrange a meeting with you to discuss the complaint, to agree with you how the complaint is going to be investigated and the timescale for this to be completed. 

When the practice looks into your complaint it aims to: 

• Ascertain the full circumstances of the complaint
• Make arrangements 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 the practice can do to make sure the problem does not happen again.

Complete the attached How to Make a Complaint

Email: hnyicb-voy.scottroadmedicalmanagement@nhs.net

Write to: The Practice Manager, Scott Road Medical Centre, Scott Road, Selby, YO8 4BL

Note: If you make a complaint, it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

Making a complaint on behalf of someone else

Please note that SCOTT ROAD MEDICAL CENTRE keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.

Making a complaint to other authorities

The practice management team hope that if you have a problem, you will use the Practice Complaints Procedure. However, if you feel you cannot raise your complaint with us, you can contact any of the following bodies: