Our impact

What we do

Our team are leading on system development and transformation. We offer strategic system consultancy and support organisations to work more closely, pooling together knowledge and resources.

Using industry experience and expertise from across OneMedical Group, we work with our clients to understand their needs and deliver transformational work. Our clients include individual practices, providers at scale, federations, primary care networks, integrated care partnerships, CCGs, trusts, and voluntary sector organisations.

Our network of professionals are ready to help you design, deliver and lead change. This ranges from small level project management, to system level change and transformation. Our tailor-made team can support you every step of the way.

How we do it

Our consultants deliver creative facilitation, working with teams from diverse backgrounds, including those in senior positions, to achieve agreed objectives. Offering a combination of on-site support and remote assistance using our video platform or teleconferencing, our network of Primary Care Consultants will be on hand to support you when you need them.

As well as being experienced healthcare leaders, our team are specialists in: 

  • Organisational development
  • Human resources
  • Mediation
  • Project management. 

This makes them perfect facilitators to assist you in delivering the Network DES.

We will help you to develop a shared vision, identify the benefits of collaborative working for your locality and help you to overcome differences, reaching a consensus to drive forward outcomes as a network.

We have been working with Primary Care Network’s across the North of England, helping to develop membership structures, risk registers, action plans and funding streams. We facilitate early meetings, bringing together practices, and we lead meaningful discussions to deliver key outcomes.

Our impact

We positively influence system collaboration.

Working with us will help to enable sustainable change across healthcare systems. We are well placed to help reduce inefficiencies and support with staffing models. This enables our clients to review the efficiencies of their services and build on what’s already in place. 

As an experienced provider of primary care services, we are uniquely placed to understand the challenges of delivering care. We have first hand experience working with contractual requirements and how to navigate healthcare systems. By working in collaboration we are able to support our clients to deliver their ambitions.

Collaboration is about working together now, to prepare for the future. Together, we can achieve extraordinary outcomes. 

Start Here

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    Patient Feedback

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    Patient Feedback

    We hope that you had a great experience with us, but we are always open to feedback and to hear your thoughts on how we can improve.

    Compliments and feedback

    To provide feedback on our services, please click HERE Patients - One Medical Group. Choose the service, and click on their Feedback button to complete their online form.

    To post or email us instead, download a form HERE. The email and postal addresses for each site can be found on their webpage.

    Patient Complaint

    Should you need to, you can also raise any concerns or complaints with us using the form below.


    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:

    • Ask for a Complaint Form and a copy of our Complaint Leaflet

    • 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.

    Friends & Family Test

    How would you rate your experience with us today?