Complaints
To raise a concern or complaint, please let us know as soon as you are aware of a problem, for example talk to our Receptionist, Doctor or Nurse, or the Practice Manager at the service. They can then deal with your problem straight away or provide your with the information, clarification or advice which will help you decide what you want to do next.
Here are some other ways to raise a complaint:
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Ask for a Complaint Form and a copy of our Complaint Leaflet
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Use the Complaint form on the service’s webpage · Email your complaint to the service directly or to PatientFeedback@onemedicalgroup.co.uk if you do not want to deal with the service directly.
You can download the information you need here too:
Complaint Form (Word doc)
Complaint Leaflet (PDF)
Patient Complaint Handling Process (PDF)
Easy Read Patient Complaint Handling Process (PDF)
Please contact us if you require this information in an alternative format.
What to do if your complaint cannot be resolved
We make every effort to try and resolve complaints or concerns. If you are not happy with the response you receive, please let us know as soon as possible. We may offer to meet with you to discuss the matter further or carry out a more detailed investigation.
If we are unable to resolve your complaint, you can contact the Parliamentary and Health Service Ombudsman (PHSO) for help. However, they will only look into your case if you have completed the complaints process with us. More information can be found on their website.
How to contact the Ombudsman
England & Wales:
Website: www.ombudsman.org.uk
Email: phso.enquiries@ombudsman.org.uk
Telephone: 0345 015 4033 (Mon - Fri 8.30am - 5.30pm)
Write to: The PHSO, Millbank Tower, Millbank, London, SW1P 4QP
Scottish Public Services Ombudsman (SPSO):
Website: www.spso.org.uk
Online contact: www.spso.org.uk/contact-us
Freephone: 0800 377 7330
Write to: SPSO (Freepost), Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS*
*NB. No stamp required.
Contacting OneMedical Group directly
If you do not wish to provide feedback or make a complaint to the service directly, contact us by emailing PatientFeedback@onemedicalgroup.co.uk or post a hard-copy form to Patient Feedback, OneMedical Group, Bank Top Farm, Black Hill Road, Otley, LS21 1PY
To request a call back from the Patient Safety Officer (Complaints) please call 0113 284 3158. Please provide your contact details and the name of the service you want to talk about. Office hours are 9am – 5pm Monday – Friday (excluding Bank Holidays.)
Where you can help and support
For independent information, advice, support or representation during the course of your complaint, you can contact:
There may also be other advocacy groups in your area who can also help.
Acting on your behalf
Please note that if you would like a friend or relative to help or act on your behalf, you will need to provide your consent.
