Concerns and complaints

The patient support line is there to help you if you have a concern or complaint about your local NHS service.

Raising your concerns will help us to make improvements and means that often, the problem can be sorted out quickly and easily.  

We encourage you to contact the person or organisation you are complaining about to give them the first opportunity to help you and resolve any concern or complaint you have about their services or decisions that have been made about your care and treatment.

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Bradford Districts CCG

You can telephone our patient support line and we will listen to your concerns, give advice and try and help you. We will also make sure you know where to go and who to contact about your individual concerns or complaints.

We will ensure that any concern or complaint you have about the CCG or any of the services we commission (such as those within the hospitals, community services & out-of-hours service) are dealt with. In doing so, we will agree with you how your issue is handled.

The CCG is keen to receive your feedback, good and bad. We work with those organisations which provide your NHS care and treatment to ensure that steps are taken as a result of complaints to improve services for all our patients.

To discuss your concern or complaint contact the patient support line on 01274 237562.

Or you can email: BradfordCCGspatientsupport@bradford.nhs.uk

Or you can write to the patient support manager or chief officer at Bradford Districts CCG, Douglas Mill, Bowling Old Lane, Bradford, BD5 7JR

Alternatively you can complete the online concerns & complaints form.

We will acknowledge your complaint or concern within three working days, and offer to discuss it personally with you to agree the way forward if we haven't already.

We will investigate it and aim to provide you with a response which will include the outcomes of the investigations within a time frame we agree with you.

When we look into your complaint or concern we shall aim to:

  • find out what happened so we can explain this to you
  • make sure you receive an appropriate apology and response
  • make it possible for you to discuss the problem with those concerned if you would like this
  • look at what we can learn from your complaint and what we can do to make sure the problem doesn’t happen again so we can improve local services.

Your GP practice

We would encourage you to speak to a member of staff at your practice. If you prefer you could ask to speak to the practice manager, a GP or the person who deals with complaints at the surgery. This will give you and the practice the opportunity to sort out any problems and resolve your concerns.

If you do not feel able to contact the practice you can contact NHS England at NHS England, PO Box 16738, Redditch, B97 9PT 

Telephone: 0300 311 22 33 or email: england.contactus@nhs.net

Or visit the NHS England website.

Dentists, pharmacists or opticians

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If you do not feel able to contact your dentist, pharmacits or optician, contact NHS England at NHS England, PO Box 16738, Redditch, B97 9PT 

Telephone: 0300 311 22 33 or email: england.contactus@nhs.net

Or visit the NHS England website.

Hospitals, community services (such as district nursing, speech and language or podiatry services), mental health care or out-of-hours services

Our local NHS Trusts have a Patient Advice and Liaison Service (PALS) or an Advice and Complaints Team. They will listen to your concerns and try and resolve them quickly with those involved. Alternatively, you may wish to make a complaint.

You may wish to contact one of the organisations below if your concerns are about the care and treatment or service they have provided for you;    

Organisation  Telephone and email Address 
Bradford Teaching Hospitals NHS Foundation Trust

PALS:

01274 364021

PALS@bthft.nhs.uk

Complaints:

0500 777717 or

01274 364810

complaints@bthft.nhs.uk

PALS or the complaints department, Bradford Teaching Hospitals NHS Foundation Trust, Bradford Royal Infirmary, Duckworth Lane, Bradford, BD9 6RJ

Bradford Districts Care NHS Foundation Trust 

 

01274 251440

advice.complaints@bdct.nhs.uk

 

The advice and complaints department, Bradford Districts Care NHS Foundation Trust, New Mill, Victoria Road, Saltaire, BD18 3LD

Airedale Hospitals NHS Foundation Trust 

PALS:

01535 294019

Pals.office@anhst.nhs.uk

Complaints:

01535 294015

PALS or complaints department, Airedale NHS Foundation Trust, Airedale General Hospital, Skipton Road, Steeton, Keighley, BD20 6TD

NHS 111 (including the GP out-of-hours service)

0345 122 0535

patient.relations@yas.nhs.uk

Patient relations helpdesk, Yorkshire Ambulance Service NHS Trust, Springhill 2, Brindley Way, Wakefield 41 Business Park, Wakefield, WF2 0XQ

 

 

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