Complaints about your GP, dentist, optician or pharmacy
Many people regularly visit local primary care providers such as their GP, dentist, optician, or pharmacy and have a positive experience. We understand, however, that sometimes patients are unhappy with the level of service, care, or treatment they receive.
To ensure an effective and speedy resolution to your concerns, we suggest that you contact the practice directly using the details on their website or advertised in their practice to share your concern or complaint. Ask to speak with the practice or shop manager from whom you received treatment, advice, or care. This gives them the chance to understand what you are concerned about or are unhappy with. This remains the best and quickest way to resolve things. Most complaints are resolved quickly and efficiently this way. Your feedback also helps them to continually review and improve the services they provide.
If it is not possible or you believe it is inappropriate to raise your complaint directly with your primary care provider, you can contact the primary care complaints team at:
Email: wyicb.
Telephone: 01924 552 150*
In writing: Primary Care Complaints Team, West Yorkshire Integrated Care Board, White Rose House West Parade, Wakefield WF1 1LT.
*Monday to Friday 9 to 5 p.m. excluding bank holidays.
Out of hours
We operate a call-back system. Please leave us a short voice message telling us your name, a clear description of the concerns you would like to raise, the practice(s) details and your preferred contact method.
Our team will aim to acknowledge receipt within 3 working days of receiving your email or phone call. Regrettably, we are not able to reply instantly.
How we work
We wish to alert you to the following before you raise your complaint with us:
- We will ask you for written consent, so that we can share your complaint with the practice(s) your complaint is about. Following receipt of consent, your complaint will be shared with the practice(s). They will be asked to investigate the concerns you have raised, identify any areas for service improvement and prepare a response for you. This will take a little bit of time as the Practice(s) will need time to investigate your concerns and reply. It is often quicker to raise things directly with your GP, Dentist, Optician, or pharmacist.
- Alternatively, we can if you are happy, share your concerns with the Practice asking them to respond directly to you.
- The Team also works with independent Clinical Advisors and/or Contracting teams who will review your complaint, the practice response, and the relevant parts of your medical record. They will look to see if appropriate care and service have been provided or identify any learning where things could have been done better.
- Our Accountable Officers will then undertake a final review of your complaint and the findings from the practice and our advisers before signing their response letter to you.