Complaints and Feedback Procedure

We want your feedback

Your feedback helps us know what we do well and what we can do better.

Talk to us

We want to give you safe, high-quality care that meets your needs.

Sometimes things go wrong. If you are unhappy with something, please tell us as soon as possible.

We will try to fix the problem. If we cannot do what you ask, we will explain why.

How to complain

Start by speaking to any member of staff. We will work with you to try to solve the problem quickly.

If you need to make a formal complaint speak to Bevan’s Practice Manager. You can contact them by:

  • Or you can share feedback or make a complaint using our online form.

What we will do

We will tell you we got your complaint within 3 working days.

We will try to look into your complaint within 10 working days.

After this we will:

  • Explain what we found.
  • Offer you a meeting with the people involved (if you want this).

When we check your complaint, we will:

  • Find out what happened and what went wrong.
  • Let you talk about what happened with the people involved (if you want this).
  • Say sorry if we need to.
  • Work out how to stop the problem happening again.

We will always treat you with respect.

Complaining for someone else

We keep medical information private and confidential.

If you complain for someone else, we need to know they agree. You must give us a note signed by that person. If they cannot sign a note for any reason please tell us. We will contact them to check they have given permission.

If you do not want to talk to us

If you do not want to complain to us, you can contact the Integrated Care Board (ICB) to make a complaint. The ICB pays for the NHS services you use.

You can contact them by:

Their phone lines are open Monday to Friday, 9.00am to 4.30 pm, excluding Bank Holidays. They get lots of calls and may not answer straight away.

  • Post:
    • West Yorkshire Integrated Care Board Complaints Team
      White Rose House West Parade
      Wakefield
      WF1 1LT

You cannot ask the ICB to look at the same complaint you gave us. There is more information on their website: West Yorkshire Health & Care Partnership.

You can also get advice from the Citizens Advice Bureau

If you are still unhappy

If you are not happy with how the GP Practice or ICB has responded to your complaint, you can contact the Health Service Ombudsman.

The Ombudsman is independent and free to use.

You must have our final response before the Ombudsman can help. They usually cannot look at complaints older than 12 months.

You can contact them by:

  • Post:
    • Parliamentary & Health Service Ombudsman
      Tower 30
      Millbank
      London SW1P 4QP
  • Phone: 0345 015 4033

Their phone lines are open Monday to Thursday, 8.30 am to 5.00 pm and Friday, 8.30 am to 12 pm.

Need help making a complaint?

If you want help making a complaint contact Healthwatch Bradford call 0300 5610 987 10:00am to 4:00pm Monday to Friday.