Our impact

What we do

We have been providing primary care services for over 16 years, introducing many innovative models of care, technology, and the development of multi-specialty primary care. Our services are patient focused and we ensure the experience of care that people receive is excellent. This is across all of our nationwide NHS primary, community and urgent care services. We provide the right care when people need it, focussing on getting people to be well and stay well. We focus on proactive care and health creation, empowering people to live their best possible lives.

We want to be a sustainable provider of health and wellbeing services. This is underpinned by a desire to help primary care thrive, to provide the best care for our communities, and be the best place to work in healthcare. We believe in care equity across all of our services and we are working to end health inequality. We are passionate in our belief that by empowering and educating people about health and wellbeing, we can support them to take control of their health. This is vital to the long-term future of healthcare in the UK.

How we do it

We are an NHS service provider, delivering innovative and sustainable care for all. By working with other healthcare providers across primary, community and urgent  care we are helping to deliver the ambitions outlined in the NHS Long Term Plan: a service that is fit for the future. 

With a focus on great patient experience, we provide the right high quality care, when it is needed, anytime, and anywhere. We are helping people to get well, stay well, and live well. By supporting people living with illness, long term conditions, complex health needs, or the most vulnerable, our highly skilled professionals assess, diagnose, and treat people effectively. 

To improve health and wellbeing, we educate and empower people on managing their health. This includes promoting healthy lifestyles, supporting the social determinants of health, and fostering a sense of community. Care continuity provides a platform to deliver the right care, at the right time, first time. We believe that by working together, we will be able to provide a better future that puts people first. 

Our Impact

As a Group, we provide patients with the highest standards of health and wellbeing care. Working across our different regions we are committed to helping people get well and stay well. By understanding the communities we work within, we tackle challenges to health to improve the care we give. We want to continue offering better care for everyone which is delivered in the best possible way. 

Through innovative ways of working we are able to help relieve pressure from NHS services across our local systems. This includes: our Wellness Hubs, a multidisciplinary team approach, and our digital offering. We design our services to respond to the needs of our communities. This enables us to deliver care with a focus on health and wellbeing, helping people to get well, stay well, and live well. As a Group everything we do is to accomplish our vision of ‘Improving Lives’.

Start Here

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    Patient Feedback

    Step 3: Select the type of patient feedback:

    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?