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Complaints procedure
How to make a complaint about Bradford and Airedale Teaching Primary Care Trust services.
NHS Braford and Airedale is your local NHS body. We are responsible for promoting and improving health in Bradford and Airedale by funding hospital care, services provided by your GP, pharmacist, optician and NHS dentist. We provide school nursing, district nursing and health visiting services. We also run diagnostic and treatment centres and community hospitals in the Bradford and Airedale area.
We aim to provide high quality services, delivered in a helpful and courteous manner. Sometimes things go wrong and when they do, you have every right to complain.
We welcome and value your comments and suggestions on the service you receive as this will help us to make improvements.
Our complaints procedure: If you are unhappy with our services, please tell our staff, as often the problem can be sorted out straightaway.
Alternatively, speak with our Patient Advice and Liaison Service (PALS) officers on 01274 237555, who will listen to your concerns and help sort out problems quickly on your behalf.
However, if you want to make a formal complaint, you can do this by speaking or writing to the primary care practitioner or to the NHS organisation concerned.
Please see our complaints leaflet.
Complaints against doctors, dentists, pharmacists or opticians – you should talk to them first to try sort things out. All practices have their own complaints procedures; please request a copy of this from them.
Complaints about PCT provided services – please write to:
Chief Executive
NHS Bradford and Airedale
Douglas Mill
Bowling Old Lane
Bradford
BD5 7JR
NHS Bradford and Airedale will acknowledge your complaint within three working days and offer to discuss your concerns with you to agree the way forward if we haven't already. We will investigate your complaint and aim to provide you with a response which will include the outcomes of the investigations within a timeframe we agree with you.
If you are complaining on behalf of someone else, we will need to make sure they have given their consent for you to do this. You should normally make a complaint within six months of the incident causing the problem or within six months of the date you discovered the problem. This time limit can be extended, depending on circumstances, as each complaint is treated individually.
If you need advice and support in making your complaint, please contact the Independent Complaints Advocacy Service (ICAS), who can offer assistance to people who want to complain about the NHS. ICAS can be contacted on 0845 120 3734.
If you are still dissatisfied with the response to your complaint, you have the right to ask the Parlimentary Health Service Ombudsman (PHSO) to review your case. This must be done within 12 months of the final outcome of the complaints procedure.
You can contact the Ombudsman at:
PHSO
Millbank Tower
Millbank
London, SW1P 4QP
Phone 0345 015 4033
Or visit their website at: http://www.ombudsman.org.uk/
Patient Advice and Liaison Service (PALS)
Sometimes people need help and support to use health services. If you have questions or concerns about treatment that you, or the people you care about, are receiving, or if you need any advice about accessing services, you can contact PALS on 01274 237555. Although PALS does not provide medical advice, it can refer patients and carers to people or services that can help them. PALS may be able to help you resolve your concerns so that you don’t need to make a formal complaint.
We sometimes receive complaints that relate to services provided by other NHS organisations. If this happens, we will pass the information on to the organisation who can deal with your complaint.
Thank you for taking the time to read this. Please remember that all feedback we receive is valuable and gives us chance to know how we are doing and where improvements can be made.
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