Complaints policy

Complaints about the Practice

Laurel Bank Surgery takes complaints very seriously. If you have a concern regarding the surgery or the services we offer, we would always recommend that in the first instance you discuss the matter with Mrs Jane Heuston, Practice Manager, either in person or by email (j.heuston@nhs.net).

If you would like to make a formal complaint regarding the surgery or the services we offer, please write, email or complete the complaints form available on the Patient Complaints Leaflet. Copies of this leaflet are also available at Reception.

If you have a complaint about another agency involved in your healthcare we can write a complaint on your behalf, or support an existing complaint: please discuss this with your GP.

Please note, patients who make a complaint will not be discriminated against or experience any negative effect on their care, treatment or support.

 

Advonet – free, independent and confidential advocacy service

Advonet exists to ensure everyone can have their needs heard and their rights respected. It both delivers services directly and promotes independent advocacy provided by partners in Leeds and the surrounding area.  On  April 1st 2015  Advocacy Support, Leeds Advocacy and Advocacy for Mental Health & Dementia merged with Advonet, with a public re-launch event on 2nd October.

“Advocacy is taking action to help people say what they want, secure their rights, represent their interests and obtain services they need. Advocates and advocacy schemes work in partnership with the people they support and take their side”
Quality standards for advocacy schemes, Action for Advocacy

 

PATIENT ADVISORY LIAISON SERVICE (PALS)

PALS provide a confidential service designed to help patients get the most from the NHS.  PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally. Your local PALS office can be found by clicking on the link above or by telephone on: 0800 052 5270 or Textphone (Minicom): (0113) 206 7169

 

“My Expectations for Raising Concerns and Complaints” Report 2015

Healthwatch, The Local Government Ombudsman and the Parliamentary and Health Service Ombudsman collaborated on a patient-led vision for raising concerns and complaints.  Click here to read the full report: “My Expectations Report 2015“.