Our impact

Who we help

Since 2004 we have been helping NHS Acute services, Community and Mental Health Trusts, GP Practices, Pharmacies, Local Authorities, GP Federations, Primary Care Networks, at scale providers of Primary Care, third sector organisations, commercial organisations, fitness providers and other local groups.

How we do it

We have designed, built and invested in £70m of patient centred, innovative, primary, urgent and community care premises.

There is no ‘one size fits all’ approach when developing care premises, so each project is bespoke, delivered in a different way depending on the needs of the local population. Our schemes respond to, and enhance, the environment they are located in with a design focussed on health based outcomes.

We bring in the experience of our NHS care delivery to ensure each one of our buildings reflects and responds to the health and social care needs of each local population.

Our impact

Our vision as part of OneMedical Group is to improve lives. The built environments we create support this vision and enable us to “Build Better Healthcare”. 

Our aim is to achieve strategic, financial and social returns for our stakeholders by designing, investing in, managing and developing high quality, sustainable medical premises that provide crucial infrastructure for the local health economy.

Our dedicated premises development team will work with you on your project which will meet the needs of your patients and clinicians now, and in the future, by developing an adaptable, sustainable and resilient blueprint which will grow and evolve with your premises. 

We have extensive experience in navigating the complex NHS processes for accessing funding. As part of our service we will support you in building a comprehensive business case to secure NHS funding approval and eliminate any risks. 

Start Here

Please make a selection between a business enquiry or patient feedback.

    Select business or patient feedback


    Business Enquiries






    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.






    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:

    • 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?