Compliments and Complaints

How to register a compliment or complaint

Non-urgent advice: Notice

Please note that complaints are kept completely separate from your medical records and the affect your future care.

The Practice is committed to providing high-quality, person-centred care and treatment that’s both safe and effective. If you believe a staff member has gone over and above helping you, or you would like to pass on your thanks, please do get in touch by telephone, face to face or letter! You can also leave feedback via the NHS website https://www.nhs.uk/services/gp-surgery/keighley-road-surgery/B84010/ratings-and-reviews or the “Friends and Family Test” here https://www.krshalifax.co.uk/practice-information/friends-family-test/

However, we understand that there are times when things go wrong. If something goes wrong, or you’re dissatisfied with what we have or haven’t done, tell us and we’ll do our best to put things right. If we can’t resolve matters in the way you want, we’ll explain why it’s not possible to do as you suggest. 

Understandably, you might be upset or distressed when formally raising concerns about you or your loved one’s care. As a result of this, our practice team will treat you with respect and dignity throughout this emotional time. It’s expected you show the same courtesy to them. Please note if you wish to complain on behalf of another adult patient, we will need to gain your consent to do so. This ensures strict medical record confidentiality. 

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and allow us to improve our services.   

We operate an informal complaints system.  Please follow the steps below.

  1. Contact any Manager in the first instance who will try and solve any issues you may be having quickly and to your satisfaction. You can do this over the ‘phone or in person. This is usually the quickest route to resolution.
  2. If you would prefer to put your complaint in writing then please send us your letter for the attention of: Practice Business Manager, Keighley Road Surgery, Halifax, HX2 9LL.
  3. We aim to acknowledge your letter within two working days
  4. We aim to respond following a full investigation within 20 working days.

Contacting us in the first instance usually identifies a problem and we can put things right straight away.  We review all complaints annually and put improvements in place as a result.

We hope that you will use our Practice Complaints Procedure if you are unhappy. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve the services we provide. We hope that most problems can be sorted out easily and quickly when they arise. However if you feel uncomfortable raising your concerns our complaint directly with us or if you believe this is not appropriate, you can raise your complaint with the ICB who commission and pay for the NHS Services you use at:

Email: [email protected]

Telephone: 01924552150

In writing: West Yorkshire Integrated Care Board Complaints Team, White Rose House, West Parade, Wakefield, WF1 1LYT

They are open Monday to Friday 9am – 5pm and are closed on Bank Holidays.

Please note if you have raised your concerns or complaint with us already, the West Yorkshire ICB will not be able to reconsider the same concerns. You can find more information on how to make a complaint to the ICB on their website : https://www.westyorkshire.icb.nhs.uk/contact/comments-concerns-compliments

Contacting us first is the quickest and simplest way of solving nearly all problems. If you are not happy with the outcome of your complaint or how it was dealt with, you can ask the Health Service Ombudsman to investigate it.

The Health Service Ombudsman is a free, independent complaints service. If they decide that the NHS has got things wrong, they can make recommendations to put things right.

You can contact the Health Service Ombudsman in the following ways.

  • By phoning 0345 015 4033 (textphone 0300 061 4298 for people who are deaf or have problems using a standard phone).
  • By sending an email to: [email protected]
  • By texting ‘call back’ with your name and mobile number; to 07624 813 005. Someone will the call you.
  • If you use BSL you can use their Sign Video service
  • By writing to: Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

You can also visit their website at: www.ombudsman.org.uk