It is the intention of Crossley Street Surgery to provide a high standard of care; however there may unfortunately be times when you feel this has not happened.
If you have a complaint or concern about the service you have received from the doctors or staff working at this practice please let us know. We have a complaints procedure as part of the NHS system for dealing with complaints, which meets the national criteria.
Download a copy of this procedure
We hope that most problems can be sorted out quickly and easily, often at the time that they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible. If it is not possible to do that, please let us have details of your complaint:
- Within 6 months of the incident that caused the problem or
- Within 6 months of discovering that you have a problem, provided that this is within 12 months of the incident
Complaints should be addressed to the Practice Manager, Sarah-Jayne Martin, or to any of the Doctors. Alternatively you may ask for an appointment to discuss your concerns. The complaints procedure will be explained to you and every effort will be made to deal with your concerns promptly. It will be a great help if you are as specific as possible about your complaint.
We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. When we look into your complaint we shall aim to:
- Find out what happened and what went wrong
- Enable discussion with those concerned, if you would like this
- Offer an apology, where this is appropriate
- Consider changes to reduce the chances of the problem happening again
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 (because of illness) of providing this or under the age of 16 years.
We hope that if you have a problem you will use our complaints procedure. We believe that this will give you the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach Leeds CCG or NHS England if you feel that you cannot raise a complaint with us directly or are dissatisfied with the result of our investigation.
You should contact:
NHS Leeds Clinical Commissioning Group
Suites 2 – 4
Wira House
Wira Business Park
West Park Ring Road
Leeds
LS16 6EB
T: 0113 843 5470
e:
OR
NHS England
T: 0300 311 2233
e:
You may also wish to contact the Leeds Independent Health Complaints Advocacy (LIHCA) for free confidential help and support in making your complaint. They can be contacted on 0113 2056530.
If you are not satisfied with how your complaint has been dealt with, you may choose to take your complaint to the Parliamentary and Health Service Ombudsman:
T: 0345 0154033
e:
If you have a complaint about the service you have received from the Extended Access Service, Download a Guide to Making a Complaint. This guide explains how to make a complaint, and includes a complaint form for you to fill out.
If you have a complaint about the service you have received from Day Lewis Pharmacy, the contact details are below:
Phone: 0208 2566205
Email:
Address: Complaints, Day Lewis House, 2 Peterwood Way, Croydon CR0 4UQ
The Day Lewis complaints procedure is laid out below; you can also download the Day Lewis Complaints Poster
We would like you to tell us what you think about the service we provide at this pharmacy. If you have any comments, suggestions or complaints please speak to a member of staff. We welcome any general comments and suggestions of ways in which we can improve our services to you.
We operate a complaints procedure as part of the NHS system for dealing with complaints which meets national criteria; our pharmacy manager will give you further information.
If you are not satisfied, please contact our Support Office who will log your feedback and direct it to the relevant manager in confidence:
- General Queries on 020 8256 6200 option 6
- Customer Service Helpline on 020 8256 6205
- E-mail on
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Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problems that may occur.
You may also seek independent advice from the NHS England customer contact centre. Their contact details are:
- NHS England, PO Box 16738, Redditch, B97 9PT
- Tel: 0300 3112233
- E-mail:
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If you would like to take your complaint further after local resolution or contacting NHS England, please contact the Parliamentary and Health Service Ombudsman, Tel: 0345 015 4033
If you require advocacy services to help you to deal with your complaint, please contact Healthwatch in the first instance, Tel 03000 68 3000 E-mail:
