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Your feedback helps us understand what we’re doing well and where we can improve.
Whether you would like to share a positive experience, suggest an improvement, give us general feedback or tell us about something that hasn’t gone well, we’d like to hear from you.
Share your experience
If you’d like to tell us about your overall experience of Manor Medical Practice, you can complete our Friends and Family Test.
It only takes a few moments and can be completed anonymously.
If a member of our team has provided particularly good care or service, we’d love to hear about it. We will make sure your feedback is shared with the individual or team concerned.
We want to know when something hasn’t gone as expected.
If you have a concern, please tell us. Where possible, we will try to resolve straightforward issues quickly and put things right.
If you would prefer to make a formal complaint, you can do this too. Making a complaint will not affect the care or treatment you receive from Manor Medical Practice.
In writing Manor Medical Practice Girlington Health Centre 195 Girlington Road Bradford BD8 9PB
You do not have to put your complaint in writing. If you need help raising a concern or making a complaint, please let a member of our team know.
What happens after I make a complaint?
We will acknowledge your complaint within three working days.
Our Patient Services Manager will contact you to discuss your concerns and, where possible, work with you to resolve the matter.
If your concerns cannot be resolved at this stage, or if the complaint requires clinical review, it will be referred to Dr Qureshi, our Complaints Lead, for further review and investigation.
The time needed to investigate will depend on the nature and complexity of your complaint. We will keep you informed and provide you with a response explaining the outcome of our investigation and, where appropriate, any action or learning identified.
Complaining on behalf of someone else?
You can make a complaint on behalf of another person. However, we have a duty to protect patient confidentiality and may need the patient’s consent before we can discuss information about their care with you.
Where consent cannot be provided, we will consider the circumstances individually. We may be limited in the information we are able to share with you.
When should I make a complaint?
It is best to tell us about your concern as soon as possible.
Complaints should normally be made within 12 months of the event, or within 12 months of becoming aware of the issue.
We may still be able to consider a complaint outside this period where there is a good reason for the delay and it is still possible to investigate the concerns fairly.
If you're unhappy with our response
If you have completed our complaints process and remain unhappy with our final response, you can ask the Parliamentary and Health Service Ombudsman to consider your complaint.
The Ombudsman is independent of the NHS and its service is free.
Telephone: 0345 015 4033
Independent advice and support
If you need advice or support about raising a concern or making a complaint, you can contact NHS West Yorkshire Integrated Care Board’s Patient Advice and Liaison Service (PALS).
PALS can provide advice about the NHS complaints process and help you understand the options available to you. If you feel unable to make a complaint directly to the practice, they can also help you raise your concerns.
