Phone us:
(01723) 361279

Lawrence House Medical Centre,
1 Belgrave Crescent,
Scarborough,
YO11 1UB

Your Rights as a Patient

All NHS patients have a right to complain if they are not satisfied with the service they have received.

Swinton Grange
Malton
YO17 6QR

Tel: 01653 602 900
Fax: 01653 690 804

Procedure

1: Please speak to the staff on duty to see if we can help sort out any problems you might be having with the service. The Practice Manager Mrs Sally Fulker will be happy to discuss any suggestions or complaints you might have.

2: You can ask for your complaint to be dealt with informally at a meeting at the surgery with the Practice Manager, Doctors and staff concerned. You are welcome to bring a friend or relative for support. Alternatively, at your request the PCT can ask an independent conciliator to discuss the complaint with you and then with the practitioner.

3: You may ask for your complaint to be the subject of a formal procedure, which may result in disciplinary action being taken against the practitioner if you complaint is found to be justified.

The Formal procedure is intended to deal only with complaints of a serious nature.

The formal procedure involves an exchange of letters from you and from the practitioner and will finally result in a hearing in front of a small committee. You may be represented, or have a friend or relative with you.

The formal procedure can take several months before a decision is made. You will need to send to the PCT your name, address, some details about what has happened and also the name of the practitioner against whom you wish to complain.

A formal complaint must be made within 13 weeks of the event which has caused you to complain. The PCT will accept complaints outside these time limits under certain circumstances. But you will have to give good reasons why your complaint is delayed.

Citizens Advice Bureau
62 Roscoe Street
Scarborough
YO12 7BY
Tel. (01723) 368710

You many obtain free advice from your Primary Care

Telephone Advice Service:
Manned
08451 202930
Monday to Friday 9.30am - 4.30pm
Automatic service out side these hours

Bridget Read (Patient Liaison Manager)
Tel: 01653 604662
Scarborough, Whitby and Ryedale PCT
Swinton Grange
Malton
YO17 6QR
01653 602 900

Useful addresses