We welcome suggestions for improvements to our services
We are always seeking to enhance our service and welcome compliments, comments and complaints for the improvement of the practice and the website. You can send us a letter to the following address:
Patient Experience Manager, Robin Lane Health & Wellbeing Ctr, Robin Lane, LS28 7DE
You Can Also Send Feedback Online:
- If you register for online booking you can also make suggestions about the service given by the practice.
Compliments, Comments and Complaints
Our aim is to provide the highest possible level of care to our patients. We will always be willing to hear if there is any way that you think we can improve.
Making a compliment, comment or complaint
The Practice Management and Partners encourage compliments, comments or complaints about the service you have received at this practice. You can write to us or use the form at the footer of this page. This form is also available at our reception. You can also email us on firstname.lastname@example.org.
When Should I complain?
We hope that most issues can be sorted out quickly and easily, often when they arise and with the person connected. If your issue cannot be sorted out this way and you wish to make a complaint, we would like you to let us know as soon as possible—this will allow us to establish what happened more easily. Please let us have the details of your complaint; 1) within 6 months of the incident that caused the problem; or 2) within 6 months of discovering you have a problem, provided that is within 12 months of the incident. The time limit can sometimes be extended, so long as its still possible to investigate the complaint.
What we will do
Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. Therefore we will acknowledge receipt of your complaint within 3 working days, and aim to have looked into your complaint within 25 working days of receipt. We shall then be in a position to offer you an explanation, or a meeting with the people involved.
When we look into your complaint we shall aim to:
- Find out what happened and what went wrong
- Make sure you receive an apology, where appropriate
- Identify what we can do to make sure the problem doesn’t happen again
At the end of the investigation your complaint will be discussed with you in detail in writing.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable of providing this.
What you can do next
If you have a problem, we hope that you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice. However this does not affect your right to approach the NHS England if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint.
Please visit NHS England » How do I feedback or make a complaint about an NHS service? to find out more information and to submit your complaint or feedback.
Please remember: following our formal reply to your complaint, you can discuss with us any matter you feel remains unresolved, or request a face to face meeting. If you have received a final response from Manor Park Practice and remain dissatisfied with the response to your complaint you have the right to raise your complaint with the Parliamentary and Health Service Ombudsman. Telephone 0345 015 4033 website http://www.ombudsman.org.uk/make-a-complaint