Compliments and complaints

Updated on 27 Dec, 2017

                 

Making a complaint
Who can help me in making a complaint
Local Healthwatch


Comment or complain about a health service

You can speak to

Useful contact details

Hospital

Community health

Mental Health

Learning disability

The organisation providing the service.

In the Vale of York:

Hospital services  and Community Health services are provided by York Teaching Hospital Foundation Trust

Mental Health and Learning Disability services Tees, Esk and Wear Valleys NHS Foundation Trust

York Teaching Hospital Patient Experience


 

Tees, Esk and Wear Valleys NHS Foundation Trust: 

Website: www.tewv.nhs.uk
PALS: www.tewv.nhs.uk/site/about/patient-advice-and-liaison-services

GP

Dentist

Pharmacy

Optician

The service provider or NHS England

NHS England

• Tel: 0300 311 22 33
• Email: england.contactus@nhs.net
• By post: NHS England, PO Box 16738, Redditch, B97 9PT

NHS Vale of York CCG

(Including Continuing Health Care)

 

Patient Experience

 

 

 

 

• Tel: 01904 555999
• Email:  voyccg.patientrelations@nhs.net

• By post: NHS Vale of York Clinical Commissioning Group
West Offices, Station Rise, York YO1 6GA

 

Yorkshire Doctors Urgent Care

 

 

 

 

 

 

 

 

Governance department

 

 

 

 

 

 

 

 

You can talk to a member of staff
when at a centre or on the phone.

You can telephone the Governance
Department on 01642 733672 and they will fill out a complaints form for you.

You can email your complaint to yduc.governance@nhs.net

Or write to:
Governance Department
YDUC, Maple House
Ground Floor, Clifton Park Avenue
York, YO30 5PB

Click here to download a copy of the Yorkshire Doctors Urgent Care 'how to make a complaint' leaflet.
NHS 111 Yorkshire Ambulance Service

Patient Relations Helpdesk
Yorkshire Ambulance Service NHS Trust
Springhill
Brindley Way
Wakefield 41 Business Park
Wakefield
WF2 0XQ

Email: yas.patientrelations@nhs.net     
Web: www.yas.nhs.uk 
Or telephone: 0345 122 0535

Making a complaint

Who can complain?


Anyone can complain about NHS services or treatment they have received, or if they have been affected by the actions or decisions of an NHS organisation, or primary care practitioner. If you are unable to complain yourself, someone can act on your behalf with your written consent.
 

How do I make a complaint?

The first stage of the NHS complaints procedure is called ‘local resolution’. Local resolution aims to resolve complaints quickly and as close to the source of the complaint as possible. Your complaint should be made to the NHS organisation who provided the service. If your complaint is about your primary care practitioner (GP Practice, dentist, community pharmacy or optician) you may complain directly to the practice, or contact NHS England. Their details are provided in the “Patient Relations” section.

You can make your complaint in writing, by email, or verbally. If you make your complaint verbally, you will be asked to sign and return a written record to ensure that you agree with the contents.
 

When should I make a complaint?

A complaint should be made within 12 months from the date it occurred or when it came to your attention. In some cases if there is good reason why you could not complain sooner and it is still possible to investigate your complaint, it may be possible to waive the time limit.
 

What happens if my complaint involves a number of different organisations?

If your complaint involves more than one NHS organisation or the NHS and social care, you only need to make one complaint and you will receive a single, coordinated response.

If any part of the joint complaint relates to a primary care service, (that is a GP Practice, dentist, community pharmacy or optician), the complaint will need to be raised with NHS England – their details are provided in the 'Patient Relations' section.
 

Processing your complaint

Where appropriate the CCG may require access to medical records or other personal information in order to deal with the matter.

Information may be used for other purposes such as monitoring processes and improving service quality. Wherever possible, only anonymous information will be used. If identifiable data is needed for other purposes, then consent will be requested from the person who the information is about.

In some circumstances the CCG may disclose personal information to relevant parties where there is a legal duty or power to do so, for example if information leads us to believe that a child or vulnerable adult is at risk of harm or if a court order requires us to do so. In such circumstances consent may not be sought prior to disclosing the information.

Where you are contacting the service on behalf of another person, further consent will be required to progress an inquiry.

Should you have any concerns about how your information is to be used, please discuss this with one of the Patient Relations Team.


What if I don’t want to raise my complaint with the service involved?

Some complainants prefer to send their complaint to the commissioner of NHS services. This is fine, however, the commissioner will consider which organisation is best placed to address your concerns. The health care provider (for example the hospital or district nursing team) will normally be given the opportunity to respond to your complaint.
 

Who can help me in making a complaint?

Independent Health Complaints Advocacy Service

The North Yorkshire NHS Complaints Advocacy Service can guide and support you though the complaints process. They can help you put your complaint in writing and attend meetings with you. However, the Advocacy team does not investigate complaints.

Support is available for residents of the Vale of York who live in North Yorkshire. The service is free, confidential and independent from the NHS.

The service is provided by:
Cloverleaf Advocacy
• Independent Health Complaints Advocacy Service
• 4 Devonshire Court, Green Lane Trading Estate, Clifton, York YO30 5PQ
• Email: helpwithnhscomplaintsnorthyorks@cloverleaf-advocacy.co.uk
• Phone: 0300 012 4212
• Website: www.helpwithnhscomplaintsnorthyorks.org

York Advocacy

York Advocacy delivers a range of specialist advocacy services

NHS Advocacy – If you have a complaint or concern about the care and treatment you have received from an NHS organisation or service, the NHS advocacy service can support you to feedback your experiences or make a complaint.

General Advocacy – If you are aged between 18-65, have a disability, mental ill-health or you are a vulnerable person, you can receive support from York Advocacy.

Self Advocacy – If you want to self-advocate and speak up yourself about issues that affect you or if you are part of a group of people who want to form your own self advocacy group and need some information or support, York Advocacy can support you.

Download the straightforward York Advocacy leaflet here.

Otherwise, to contact York Advocacy:
• Write to - Tang Hall Community Centre, Fifth Avenue, York. YO31 0UG.
• Phone - 01904 414357
• Email - office@yorkadvocacy.org.uk
• Or go to the website - www.yorkadvocacy.org.uk
 

Investigation and improving services

When you submit a complaint, it is helpful if you could be clear what you would like to achieve as a result of making your complaint, so that the NHS can try to resolve the matter to your satisfaction.

Your complaint will be fully investigated in a manner that is fair to both complainants and staff. If failings are identified during the investigation, any necessary changes will be made to improve the quality of services. You will also be advised in the written response to your complaint of any service improvements.
 

What happens if I am unhappy with the response?

We aim to ensure that all complaints are handled well and that appropriate action is taken to resolve a concern. We will do everything that we feel is appropriate in order to try and resolve matters to your satisfaction.

If, however, you remain unhappy after your complaint has been addressed, you can ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint. You should do this within twelve months from the date on which the subject matter of the complaint occurred.

The PHSO can be contacted:
• Helpline: 0345 015 4033
• Email: phso.enquiries@ombudsman.org.uk
• In writing: Ombudsman at Millbank Tower, Millbank, London, SW1P 4QP
Further information about the Ombudsman is also available on their website: www.ombudsman.org.uk
 

Local Healthwatch

Local Healthwatch supports individuals by providing information about access to services and choice to help enable people to take more control of their own health, treatment and care and understand and use the choices available to them.

For further information for your local Healthwatch, please visit their website:

Healthwatch North Yorkshire 
www.healthwatchnorthyorkshire.co.uk
• Health Watch, Holgate Villa, 22 Holgate Road, York, North Yorkshire, YO24 4AB
• Tel: 01904 621 631
• E-mail: healthwatchny@nbforum.org.uk
• Their Freepost address is:
FREEPOST RSJX - GCEE – TEEE
Healthwatch North Yorkshire
Holgate Villa, Holgate Road
York, YO24 4AB

Healthwatch East Riding
www.healthwatcheastridingofyorkshire.co.uk
Brough Business Centre, Skillings Lane, Brough, East Riding of Yorkshire HU15 1EN
Tel: 01482 665684
Freephone: 0808 801 0385
Email: enquiries@healthwatcheastridingofyorkshire.co.uk

Healthwatch York
www.healthwatchyork.co.uk
FREEPOST RTEG-BLES-RRYJ, Healthwatch York, 15 Priory Street, YO1 6ET
Tel: 01904 621133
Email: healthwatch@yorkcvs.org.uk
office-based mobile (for people who prefer to text): 07779 597361