Comments, concerns and complaints

To raise your concern or complaint, you can contact our Patient Advice and Liaison Service via the following ways:

Email: wyicb.pals@nhs.net

Telephone: 01924 552150 (Monday to Friday, 9am to 4.30pm, excluding bank holidays)

We receive a high volume of contacts daily, and regrettably, we may not be able to call you back instantly. We kindly request that you refrain from calling us repeatedly or contacting our reception desks daily to check for updates. We will keep you informed of any updates as soon as we can.

In writing: Patient Advice and Liaison Service, West Yorkshire Integrated Care Board, White Rose House West Parade, Wakefield WF1 1LT.

Your complaint should be made as soon as possible, ideally within a year of the event. You can make a complaint on your own or behalf of someone else if you have their permission.

To take your complaint forward, we will need the following minimal details:Name of the organisation (s) you wish to complain about

1. Date and time or period of complaint
2. Provide your name, address, and contact details.
3. Name of patient, date of birth and address – when the complainant is not the patient.
4. Your relationship with the patient
5. A summary of your complaint
6. What outcome are you hoping to achieve by filing a complaint? For example, an apology, an explanation, an action to rectify the situation, or a change in how the service is provided?

You can complain about any aspect of NHS service you've received from a hospital, GP practice, NHS dentist, ambulance, or other NHS service, for example:

• Care or treatment you have had or are having in the NHS.
• Delays or failures to provide treatment - for example, if you waited too long to be seen in an accident and emergency (A&E)
• Treatment by, or the attitude of, a member of NHS staff involved in your care.
• NHS facilities - for example, buildings, food, or cleanliness
• Lost or stolen property
• A lack of information or clarity about appointments
• Policies - for example, visiting times.

These are just some examples. If unsure whether you can complain, contact the PALs or complaints team for advice.

You cannot use the complaints procedure to:

• Complain about issues a staff member can quickly and satisfactorily resolve informally.
• Make a routine request for a service, for example, a request for an appointment or a request for a specific course of treatment.
• Ask for care or treatment for the first time.
• Ask for a second opinion about your care.
• Complain about private healthcare.
• Complain about something that has already been responded to by a provider.
• Complain about a complaint previously raised and investigated under the 2009 Regulations or earlier versions.
• Complain about an issue you're already taking legal action about or have clearly stated that you intend to do so.
• Make a further complaint about a complaint that is already being or has been investigated by the Parliamentary and Health Services Ombudsman.
• Make a complaint as an employee relating to your work for an NHS body.
• Get Compensation
• Make a complaint arising out of the ICB’s alleged failure to comply with a data subject request under the Data Protection Act 2018 or a request for information under the Freedom of Information Act 2000.
• Make a complaint about which an NHS body is taking or is proposing to take disciplinary proceedings in relation to the substance of the complaint against a person who is the subject of the complaint.
• Make a complaint which relates to any scheme established under section 10 (superannuation of persons engaged in health services, etc.) or section 24 (compensation for loss of office, etc.) of the Superannuation Act 1972[13A] or to the administration of those schemes.
• Make a complaint about Specialist Services commissioned by NHS England.
• Appeal decisions relating to NHS Continuing Healthcare (CHC), Funded Nursing Care (FNC) and Individual Funding Request (IFR) Panel decisions. The CHC or IFR team will deal with appeals in their respective areas. Further details can be found in the Continuing Healthcare and Individual Funding Request Policy.
• Raise contractual issues between services and commissioners and complaints by health organisations or local authorities against other health organisations or Local authorities that are not on a patient's behalf.
• Give you access to or make changes to your medical records.

You might want a doctor, nurse, or other medical professional to be disciplined because of what they have or haven't done. Making a complaint won't necessarily mean they will be disciplined, even if your complaint is valid. This is because the NHS complaints procedure and disciplinary procedure are separate.

We also realise that listing everything you cannot complain about is impossible. If other procedures can help you resolve your concerns, we will give you information to help you, including signposting you to resources available on our or our healthcare provider’s websites.

Please note that a responsible body such as a local authority, NHS body, primary care provider, or independent provider can't use the NHS complaints procedure to raise a complaint about another NHS provider.

If you would like to raise a concern, make a complaint, or share a compliment about a hospital or mental health services, doctor (GP), dentist, pharmacy, or optician, you should do so directly to the provider of that care. This is the best and quickest way to resolve things. Your healthcare provider will investigate and reply to you directly.

NHS – Hospital, Mental Health or Community Services

Our hospitals, mental health, and community services have in-house complaints teams to help you provide feedback, raise concerns, or file a complaint. They will always try to resolve any problems as quickly as possible.  The details of whom to contact are advertised within their premises and on their websites.

GP, Dentist. Optician or Pharmacy

You can ask to speak with the practice or shop manager who provided your treatment, advice, or care. This gives them the chance to understand and address your concerns. Your feedback also helps them continually improve their services. Most concerns are resolved quickly, preventing the need for formal complaints.

We recognise it is not always easy to find the right place to go to raise your concerns. If you are unsure what to do, please ask our Patient Advice and Liaison Service. They can help you direct your complaint to the right place.

NHS West Yorkshire Integrated Care Board (ICB) recognises that it is sometimes inappropriate or impossible for the person making the complaint to complain directly to the NHS care provider (for example, if there has been an irreconcilable breakdown in the relationship between the respective parties). The ICB will work with all the organisations involved to provide you with a coordinated response.

Please note: If you have complained to your healthcare provider, the ICB cannot re-investigate the same concerns. 

NHS West Yorkshire Integrated Care Board (ICB)

If you have a complaint about how an NHS service has been commissioned or if you have been directly affected by our commissioning decisions, please contact the PALS team in the first instance.

NHS England

NHS England commissions some specialised services. You can find more information about raising a complaint with NHS England on the NHS England website.

If you have an urgent medical need that is not an emergency, you can contact NHS 111, the 24-hour medical help and advice line provided by the Yorkshire Ambulance Service.

If you wish to thank them or raise a concern or complaint about the advice or service you have received, the best and quickest way to do so is by contacting the Yorkshire Ambulance Service. They have a dedicated team that handles complaints and feedback and will do everything possible to resolve any issues promptly. You can find the contact details for complaints or feedback on their website or below:

Phone 0333 1300549 option 2

Email yas.111governance@nhs.net

Post: NHS 111 Clinical Governance and Quality Team

Yorkshire Ambulance Service NHS Trust
Springhill 1
Brindley Way
Wakefield 41 Business Park
Wakefield
WF2 0XQ

Yorkshire Ambulance Service Website

If you choose to raise a complaint with West Yorkshire ICB as the commissioner of the service you wish to complain about, the ICB will act as an 'honest broker', where our complaints team will serve as an intermediary to help resolve the complaint.

Before the team can take forward your complaint, they will ask for your written consent to share it with the organisation(s) your complaint is about. Once we receive your permission, the organisation(s) will be asked to investigate your concerns, identify areas for service improvement, and prepare a response for you.

Alternatively, we can share your concerns with the organisation and ask them to reply directly.

The team will liaise with the service provider and ask them to investigate the agreed points of concern thoroughly. Following the provider’s investigation, you will receive a formal response from one of our Executive Management Team, who will review your complaint and the provider’s reply to you before signing their letter to you.  If your complaint relates to your GP, dentist, optometrist, or pharmacist, the team works with independent clinical advisors and/or contracting teams to review your complaint and identify areas for improvement. If your complaint concerns more than one organisation (for example, if you have a complaint about your GP and hospital care), we will liaise with the services involved to provide you with a coordinated response.

We understand that you may be feeling frustrated or disappointed. Still, it's important to note that the ICB fully supports the UK Government's zero-tolerance policy towards abusive or threatening behaviour directed towards our staff and healthcare providers. We do not tolerate the use of bad language, swearing, or verbal insults, as well as any form of racial abuse or sexual harassment.

We also cannot accept persistent or unrealistic demands. We encourage the public to access our services as needed, but we kindly ask that our staff and healthcare providers be treated courteously and respectfully. In return, you can expect the same treatment and respect from them.

It is advisable to raise a complaint within 12 months of the concerned event(s) or discovery of the matter(s). Sometimes, it may not always be possible to do so immediately. The ICB may extend the timescale if the complaint can be investigated fairly and objectively. However, it is worth noting that an immediate investigation is usually more effective.

Upon receiving your complaint, we will send you an acknowledgement within three working days. Please note that under the NHS complaints procedure, there is no specific timeframe for sending a response to your complaint; the response time will depend on the nature of your complaint.

However, we will keep you informed if there is any delay in the response. Once we have investigated your complaint, we will provide you with a written reply.

We understand that making a complaint can be difficult or uncomfortable for some individuals. We will consider complaints from a friend, relative, or an advocate if you have permitted them to complain on your behalf.

Our PALS team is happy to answer any questions you might have about raising your concerns or complaints. They can also connect you with an independent advocacy service if you need help.

The following organisations can also provide further practical advice and support to help you resolve your complaint:

• Contact your local Healthwatch to find out who provides Independent Health Complaints Advocacy in your area.
• Citizens Advice Bureau can also provide information and advice about making a complaint.
• NHS Complaints Advocacy Service (Voiceability) can provide information and support to anyone who complains about NHS treatment or care.

If you seek compensation, this is outside the remit of the NHS complaint procedure.  You may wish to approach your local Citizens Advice, which can offer free advice to anyone considering making a claim against the NHS for compensation and help put you in touch with a specialist legal team if required.

Our top priority is to provide you with the best service possible. However, if you ever feel unhappy or concerned with the service we have provided, please inform us immediately so that we can do our best to resolve the issue for you.

If we are unable to resolve your complaint, you have the option to contact the Parliamentary and Health Ombudsman (PHSO), which is an independent body from the NHS, to review your case. However, before the PHSO can investigate your complaint, they will verify that you have already attempted to resolve it with us. If you have done so, then you must file your complaint with the PHSO within the following deadlines:

• No later than one year from the date of the incident or mistake that you are complaining about or
• No later than one year from the time when you should have recognised that there was a reason for complaint or
• Within six months of receiving our final response to your complaint.

If you want more information about the Ombudsman, please contact them via ombudsman.org.uk or call 0345 0154033.

The ICB also works with local Members of Parliament, who raise concerns on behalf of their constituents. If you feel very strongly about the impact of a healthcare decision on you, a relative or your local area, you can contact your local MP to raise your concerns. You can find your local MP via members.parliament.uk.

Ask Listen Do is a national NHS initiative that aims to improve experiences and outcomes for children and adults who are autistic or have a learning disability, their families and carers. Ask Listen Do came from the poor experiences people reported when giving feedback, raising concerns and making complaints.

Ask Listen Do resources are designed to:

• support organisations to listen, learn from and improve the experiences of children and adults who are autistic or have a learning disability, their families and carers
• make it easier for people, families and paid carers to give feedback, raise concerns and complain.

You can read more about Ask, Listen, Do on the NHS website.

Ask Listen Do resources for people and families

• Resources for autistic people and people with a learning disability
• Top tips for family carers
• Resources for families to use with schools
• Ask Listen Do film for people and families
• Speak Up - independently produced self-advocacy resources

Ask Listen Do resources for organisations

• Information booklet and checklist for organisations
• Co-production guide using an Ask Listen Do approach
• A training film for organisations
• Oliver McGowan Mandatory Training refers to Ask Listen Do. It is for all registered service providers and NHS healthcare staff can also access it through ESR (Electronic Staff Record).

How to raise a concern or make a complaint

You can contact us at NHS West Yorkshire ICB for concerns or complaints about primary care, secondary care, such as hospital care, mental health services, out-of-hours services, NHS 111 and community services like district nursing.

Click here to find out more about how to raise concerns or complaints to us.