Complaints procedure
The Practice operates a complaints system under the NHS regulations of 1996, updated 1st April 2009.
If you wish to make a complaint, please write to Mrs W E Lawson the Business Partner, or initially speak to Mrs J Peel the General Manager at Windsor House Surgery. All complaints will be dealt with in accordance with the regulations and we will make every attempt to resolve your problems.
Under the new regulations you have the option of taking your complaint direct to the Primary Care Trust if you prefer. Their contact details are:
The Complaints Manager
Leeds PCT
2nd Floor
Stockdale House
Victoria Road
Leeds
LS6 1PF
Telephone: 0113 2033 461/462
Email: complaints.office@nhsleeds.nhs.uk
Website: www.leedspct.nhs.uk
If you are not satisfied with the outcome of either our investigations or those carried out by the PCT, under the new regulations you have the right to take the matter to the Health Service Ombudsman for independent review:
The Parliamentary & Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Complaints Helpline: 0345 015 4033
Mon-Fri 8.30am-5.30pm
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
If you would like to discuss your concerns with someone outside the Practice, you can contact the Patient Advice & Liaison Service (PALS), who are able to offer confidential advice and support. They are located at Stockdale House (address above) and their contact details are:
Freephone: 0800 0525 270 Mon-Fri 8.30am-4.30pm
Email: pals@nhsleeds.nhs.uk
Website: www.leedspals.nhs.uk
Another option is the Independent Complaints and Advocacy Service (ICAS). For information, advice or a self-help pack, contact them on 0845 120 3734.
Improving your Practice
We need your help to make sure the Practice meets your needs. If you have any suggestions to improve the service, please let us know.
