Complaints Procedure

The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints, which meets national criteria.

Making a Complaint

Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first.

Where you are not able to resolve your complaint in this way to may wish to make a formal complaint. This can be done so either verbally or in writing. 

When you make a complaint please let us know as soon as possible and provide as much detail regarding specific incidents as possible as this will help your complaint to be investigated.

If it is not possible to raise your complaint immediately, please provide 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

Our complaint form can be found here:  How to Make a Complaint 

Please send you form to the Practice Mananger: 

Email: hnyicb-voy.scottroadmedicalmanagement@nhs.net

By Post: The Practice Manager, Scott Road Medical Centre, Scott Road, Selby, YO8 4BL

Verbal complaints can be made to any member of the Scott Road team 

You may also make your complaint directly to Humber and North Yorkshire Health and Care Partnership Integrated Care Board, who commission our service:

• By telephone: 01904 555999 
• By email: hnyicb.experience@nhs.net
• By post: The Experience Team, Humber and North Yorkshire ICB, Health Place, Wrawby Road, Brigg DN20 8GS 

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.

We aim to resolve complaints as soon as possible. We will usually acknowledge receipt of your complaint within three working days. We will then investigate your complaint within 28 days. It may be that during the investigation we need to contact you for further information.

When investigating a complaint, we will always look at what has happened and what we can learn from it.

Where your complaint involves more than one organisation (e.g., social services) we will liaise with that organisation so that you receive one coordinated reply.  We may need your consent to do this. 

Where your complaint has been initially sent to an incorrect organisation, we may seek your consent to forward this to the correct organisation to deal with.

When the investigation is complete you will receive a final response. The final response letter will include details of the  result of your complaint and your right to refer the matter further to the Parliamentary and Health Service Ombudsman (shown below) if you remain dissatisfied with the response. You may be invited to meet with relevant members of the Practice Team to discuss the complaint should you find it helpful.

We keep strictly to the rules of medical and personal confidentiality. If you wish to complain 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. In the event the patient is deceased, then we may agree to respond to a family member or anyone acting on their behalf or who has had an interest in the welfare of the patient. 

Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.  You may also find that if you are complaining on behalf of a child who is capable of making their own complaint, we will expect that child to contact us themselves to lodge their complaint. 

We may still need to correspond directly with the patient or may be able to deal directly with the third party. This depends on the wording of the authority provided. 

We 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: 

You can contact the Parliamentary and Health Service Ombudsman:

• By post: Parliamentary and Health Service Ombudsman, Citygate, Mosley Street, Manchester, M2 3HQ
• By Telephone: 0345 0154033
• Via their website: www.ombudsman.org.uk 

You may also approach PALS, Healthwatch or the Independent Health Complaints Advocacy for help or advice.

The local Healthwatch can be found at: www.healthwatch.co.uk 

The IHCA is able to be contacted at: www.seap.org.uk/services/nhs-complaints-advocacy 

Patient Advisory Liaison Service (PALS)

PALS provide a confidential service designed to help patients get the most from the NHS. Your local PALS Office is:

Selby New War Memorial Hospital

Tel: 01904 726262

The Integrated Care Board (ICB) – NHS Humber and North Yorkshire

Contact the Humber and North Yorkshire ICB's experience team:

Telephone: 01904 555999

Email: hnyicb.experience@nhs.net

By post : The Experience Team, Humber and North Yorkshire ICB, Health Place, Wrawby Road, Brigg, DN20 8GS

NHS England

Telephone: 0300 311 22 33 

Email: england.contactus@nhs.net

If you are making a complaint, please state: ‘For the attention of the complaints team’ in the subject line.

By post: NHS England, PO Box 16738, Redditch, B97 9PT