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North Yorkshire and York Primary Care Trust |
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You are in: Advice and Information > How to Make a Complaint
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Patient Relations 0800 06 88 000 |
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Patient Choice 01423 876420 |
Advice and Information
How to Make a Complaint
If you are not happy with the care and treatment you have received please contact us and let us know. Receiving complaints are important as they help us know how we can improve.
How do I make a complaint?
You can complain about NHS treatment or services, or a relative or friend may complain on your behalf if you prefer.
If you are complaining on behalf of someone else, you must have that person’s permission. We have a duty to protect the confidentiality of any information we have about our patients.
A complaint should be made within 12 months of the event, or within 12 months of realising that you have something to complain about.
Who do I make my complaint to?
You can speak to any member of staff initially regarding your complaint. This gives you the opportunity to help resolve concerns immediately.
The Patient Relations team will be able to advise you on the complaints process and may also provide you with information and advice to resolve any concerns informally.
If you feel that your concerns can not be resolved informally you can make a formal complaint to the Chief Executive of NHS North Yorkshire and York. You would need to identify specific issues you are complaining about.
From 1 April 2011, all community services previous provided by NHS North Yorkshire and York will be transferred to the local NHS foundation trusts. For further information on who will deal with your complaint please see our guide Changes to the Management of Complaints.
How long will the process take?
We will contact you either in writing or by telephone to acknowledge your complaint within three working days of receiving it. We will discuss with you how we can resolve your issues and agree timescales for responding.
Some complaints are more complicated and take longer to investigate. If a full reply cannot be provided within the agreed timescale you will be kept updated of progress and the reason for the delay.
If it is appropriate we may also invite you to come in for a meeting to discuss your concerns in more detail.
How can I get support to make my complaint?
ICAS (Independent Complaints Advocacy Service) provides support to people who want to make a formal complaint about their National Health Service treatment. ICAS is totally independent of the NHS and the service is free and confidential to all NHS patients.
For further information please see www.carersfederation.co.uk or telephone 0808 802 3000.
If you are not satisfied with the outcome of local resolution, you may write to the Parliamentary and Health Service Ombudsman.
The Ombudsman is now responsible for the second tier of health related complaint handling and not the Healthcare Commission which ceased to exist on 31 March 2009. Information on the Ombudsman is available at www.ombudsman.org.uk
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The Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP |
| Telephone: | 0345 015 4033 |
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phso.enquiries@ombudsman.org.uk Please note we cannot guarantee the security of the global internet/email systems. Please read our terms and conditions for more information. |
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