Suggestions & Complaints

We welcome suggestions for improvements to our services

Your Suggestions

We are always seeking to enhance our service and welcome suggestions for the improvement of the practice and the website. There are a number of ways to give feedback to the Practice, whether via NHS Choices, Friends and Family Test Feedback, or by contacting the Practice Directly. Please see below for contact information:

 

Send Feedback Online:

  • NHS Choices, New Croft Surgery: click here to leave a review of New Croft Surgery
  • NHS Choices, Ireland Wood Surgery: click here to leave a review of Ireland Wood Surgery
  • We also have a Google Business Account for both New Croft and Ireland Wood – please leave a review online

Complaints

Everyone at Ireland Wood and Horsforth Medical Practice tries to provide the best service and care possible. Unfortunately, we understand that there may be times when you feel this has not happened. If you have a complaint about the practice please feel free to talk to one of the Doctors or our Practice Manager. You can do this by writing to us at the below address.

Mrs Freya Keith
Ireland Wood Surgery
Iveson Approach
Leeds
LS16 6FR

Or

Mrs Freya Keith
New Croft Surgery
Broadgate Lane
Leeds
LS18 4SE

Comments, Compliments, Concerns and Complaints

We want the patients in our practice to be able to let us know what is working well; help us identify any potential service problems; help us identify any risks and prevent them from getting worse; highlight opportunities for staff improvement; and provide us with feedback to review our services in order to continue improving.

Please contact our Practice Manager who will be happy to speak with you on the telephone, receive your comments in writing or meet with you at an agreed time.

We hope that any problems you have can be dealt with easily and quickly, at the time they arise and with the person concerned.  However, if you wish to discuss any problems with the Practice Manager or to make a complaint please contact her as detailed above.

Send us an email to make a complaint, leave feedback or make a suggestion: [email protected]

If you want to make a comment, complaint or compliment about the out of hours service please contact ICB Complaints Team

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 or 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: at [email protected]

Telephone: 01924 552150

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

Open Monday to Friday 9 a.m. to 5 p.m. The ICB is 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:

www.westyorkshire.icb.nhs.uk/contact/comments-concerns-compliments

Handling Your Complaint

  • You may complain on behalf of another person – but you must first have their written consent. Complaints made on behalf of another patient will not be investigated without the written consent of the patient.
  • Your complaint will normally be acknowledged within three working days
  • We will agree with you what you expect as a realistic outcome of your complaint – this may include managing your expectations and explaining what is and is not possible within the services we provide as a NHS organisation
  • We will resolve your concerns quickly where at all possible
  • We will gather any additional information necessary to assess your concerns
  • We will keep you informed of the progress of your complaint in the way you have requested – e.g. written/by telephone
  • We will contact you once the complaint has been dealt with, acknowledging when things have gone wrong, offering an apology if this is appropriate, identifying areas that may have been changed or reviewed.
  • If you are not happy with the outcome of your complaint we will advise you how you can take your complaint further.

Ireland Wood Surgery Hub

Please note that the Ireland Wood Surgery Hub is staffed and managed by a different team to the Ireland Wood Surgery. If you would like to make a suggestion, pass on a compliment or make a complaint about the Hub, please send it to Ireland Wood Surgery, marked for the attention of The Ireland Wood Surgery Hub Manager and we will ensure it is passed on.