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MidYorks NHS

Formal Complaints

Please click one of the links below for information on formal complaints:

 

Contacting us

Patient information leaflets

Help and assistance making a complaint

How will my complaint be dealt with?

What if I want to complain on behalf of someone else?

What are the timescales within which complaints should be made?

Complaints to the Parliamentary and Health Service Ombudsman

 

Contacting us

As a Trust, staff are dedicated to providing a first-class service. We know that we may not always achieve this and you may feel unhappy or dissatisfied with something that has happened to you, a friend or a relative.  We would like to know when things go wrong so we can quickly put them right and improve our services.


If you feel unable to discuss your concerns with the nurse in charge, matron or consultant and wish to formally complain, you can do this:
 

  • In writing to the Patient Liaison Manager at:

Trust HQ and Education Centre
Pinderfields Hospital
Aberford Road
Wakefield
WF1 4DG
 

Patient information leaflets

If you have a suggestion, comment or complaint


Visit Patient information leaflets on the Learning Disabilities page if you would like an easy read leaflet on letting us know what you think.

 

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Help and assistance making a complaint

If you need help or assistance making a complaint the Independent Complaints Advocacy Services (ICAS) will be happy to help. The Yorkshire and Humberside ICAS can be contacted on 0845 120 3734.


On contacting the service you will be allocated a caseworker who will be able to support you through the complaints process.

 

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How will my complaint will be dealt with?

Complaints always receive prompt attention and we aim to resolve as many complaints as possible by ‘local resolution’ (stage one of the Complaints Procedure).


Every complaint is thoroughly investigated and treated with sensitivity and we will always remain open and honest in the response provided. Once we receive your complaint we will acknowledge it in writing within three working days and offer you the opportunity to discuss how the complaint is to be handled. A timeframe for investigation and response will be agreed and confirmed with you.


When investigations have been completed, you will receive a response letter setting out the results of the investigation. You will be informed of any action taken or proposed as a result of the investigation. You will be given the opportunity to discuss the response and you will be advised of your right to take the complaint to the Ombudsman should you so wish.


The Trust recognises all users of our services have the right to complain if they do not feel they have received the standard of treatment they would expect. As such all complaints are treated with the strictest confidence and the patient's ongoing care and treatment will not be disadvantaged as a consequence of their complaint.

 

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What if I want to complain on behalf of someone else?

The Trust will always protect the patient's right to confidentiality, however many complaints are received from friends/relatives of patients. Where a response breaches this right, consent will always be sought from the patient before any response is issued by the Trust.

 

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What are the timescales within which complaints should be made?

It is important that all formal complaints are made as soon as possible after the event.


Normally complaints should be received by the Trust:
 

  • Within 12 months of the date on which the matter (which is the subject of complaint) occurred
     
  • Or within 12 months of the date on which the matter (which is the subject of complaint ) came to the notice of the complainant.
     

Where a complaint is made after 12 months, we may investigate if we are of the opinion that the complainant had good reasons for not making the complaint within the period. We will also need to consider that it is still possible to investigate the complaint effectively and efficiently within the time that has elapsed.

 

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Complaints to the Parliamentary and Health Service Ombudsman

Following the completion of local resolution, if you remain dissatisfied, you do have the right to ask the Health Service Ombudsman to independently review your case. The contact details are:


The Parliamentary and Health Service Ombudsman
Millbank Tower
LONDON
SW1P 4QP

 

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