Almshouse Surgery 
& Sandal Castle
Medical Centre

"Putting patients interests at the heart of what we do"

Complaints Policy

We always try to give the best possible service. However, if you have a complaint  about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice based complaints procedure as part of the NHS system for dealing with patient complaints.

How to Complain

We hope that most problems can be sorted out easily and quickly, preferably at the time they arise and with the person concerned. 

If your problem cannot be resolved in this way, and you wish to make a complaint, we would like you to let us know as soon as possible. 

If this is not possible please let us have details of your complaint within 12 months of the date of the event that caused the problem or within 12 months of the matter first coming to you attention

We would ask in the first instance that a complaint is made in writing to;

Practice Manager

Almshouse Surgery

Trinity Medical Centre

Thornhill Street



Alternatively, you may ask for an appointment with the Practice Manager in order to discuss your concerns.

The Practice Manager will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

What Happens Next?

We will acknowledge your complaints within Three working days and aim to provide a more detailed response within a timescale we will agree with you. We shall then be in a position to offer you an explanation or a meeting with the people involved.

When we look into your complaint we aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where this is appropriate
  • Identify what we can do to make sure the problem does not happen again

Complaining on behalf of someone else

Please note that we keep strictly to the rules of patient confidentiality. If you are complaining on behalf of someone else we have to know that you have their permission. A written letter of authorization from that person will be needed—unless they are incapable of providing this. We can provide you with patient consent forms for completion. One will be provided with your complaints leaflet.

Complaining to the Clinical Commissioning Group

We hope that if you have a problem you will use our practice complaints procedure. We believe this will give us the best opportunity to put right whatever has gone wrong and to improve our practice. 

However, this does not affect your right to approach the Clinical Commissioning Group if you feel you cannot raise your complaint with us directly. 

You can write to: 

Complaints Department

Wakefield CCG

White Rose House 

West Parade 



You can also contact the Patient Advice & Liaison Service or the Independent Complaints Advocacy Service.

Patient Advice & Liaison Service 

How to contact PALS 

Telephone: 0845 602 4832 


Fax: 01924 317792 

Text: For general health enquiries, start your text with PALS, add your name and short query, then send to 64446 

Writing: Patient Advice and Liaison Service (PALS) NHS Wakefield District FREEPOST NEA 12747 Wakefield WF1 1LT

The PALS office is open Monday – Friday from 8.30am to 5.00pm. There is an answer-phone service for queries outside these hours.

Independent Complaints Advocacy Service 

(ICAS) 0845 120 3734  

UK Ombudsman Services

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. 


We will be closed from 12pm on the following WEDNESDAYS in 2017 for training;

  • 18th Jan
  • 22nd Feb
  • 15th Mar
  • 26th Apr
  • 17th May
  • 21st Jun
  • 19th Jul
  • 20th Sep
  • 18th Oct
  • 15th Nov