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We hope that the need to raise formal complaint can be mitigated wherever possible. Market Surgery’s commitment to provide the highest levels of Care to our patients is fundamentally at the heart of all that we do.
Where patients feel that these high standards or aspirations have not been met, then we would firstly invite patients to contact us directly so
Where patients wish to make a formal complaint, they can do so by using a Complaints form available from reception, or by emailing the Surgery at firstname.lastname@example.org
Patients raising a formal complaint will be sent an acknowledgement letter within the following 7 days wherever possible. We aim to respond to all formal complaints within the 21 days following acknowledgement, however due to the varying nature of complaints some may require considerable investigation before a response can be issued.
Further information can be found regarding the NHS complaints guidance
How you make a complaint about primary care services is changing on 1 July 2023
You have the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the NHS Constitution on GOV.UK.
From 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner is changing.
(By primary care services we mean GPs, dentists, opticians or pharmacy services)
There are two ways you can make a complaint:
o You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery.
o You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received.
After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact South Yorkshire Integrated Care Board (ICB) instead of NHS England.
You can do this by:
Telephone: 01709 422 000
E-mail: (Awaiting Details)
Writing to us at: Oak House, Bramley, Rotherham, S66 1YY
If you want to make a complaint directly to the provider of the primary care service, you still can – that does not change on the 1 July 2023.
Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler.
Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler.
If you have any queries, please contact South Yorkshire Integrated Care Board (ICB)
We would hope that in all cases, satisfactory resolution can be met directly between ourselves and the complainant.
However if you are still not happy with the response provided, you can ask the independent Parliamentary and Health Service Ombudsman to look at your complaint.
Parliamentary and Health Service Ombudsman
London, SW1P 4QP
Phone: 0345 015 4033