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Compliments, Comments and Complaints

525We want to make sure that patients receive excellent care delivered in a respectful and courteous way. You can help us do this, by letting us know how we are doing.

If you have a compliment, comment or complaint about any of our services, you can call our Patient Advice and Liaison Service (PALS) team on 0113 220 8585 and someone will call you back. Our line is open from 9.30am - 4.30pm Monday to Friday.

Complaints

Although we always try to provide the best possible care, we know that sometimes things can go wrong.

We hope we can sort out most problems easily and quickly.

How do I raise a concern or make a complaint?

Speak to the person concerned when a problem happens. Or, if you prefer, you can speak to our PALS Team who will listen to your concerns and help sort out your problems quickly.

If we cannot sort out your problem in this way and you wish to make a complaint, PALS can advise you about the complaints procedure and arrange for a complaints officer to contact you.

Who can complain?

Anyone can raise a concern or make a complaint about any of our community services.

If you are making a complaint on behalf of someone else, we will need their permission in order for us to respond to you.  This is because we are legally required to protect the confidentiality of our patients. We will request the patient’s consent after you have contacted us.

Please note we cannot investigate complaints that are about another organisations, such as Leeds Teaching Hospitals NHS Trust or your local GP.

  • For complaints about acute hospital services in Leeds, you may wish to visit http://www.leedsth.nhs.uk for more information.
  • If you are unhappy with your GP, you can speak to the practice manager or contact NHS England.

How we deal with your complaint

We will need to talk to you so we can clearly understand your complaint, the exact issues we need to address and how we can best do this.

We may be able to resolve some issues quickly, but others may take longer. We may be able to resolve some problems by telephone, others may need a detailed investigation. In some cases, it may be helpful to meet you.

We will:

  • acknowledge your complaint within three working days;
  • agree with you how we will try and resolve your complaint;
  • discuss how long it should take to respond and keep you informed;
  • find out what happened or what went wrong;
  • make sure you receive an appropriate apology;
  • make it possible for you to discuss the problem with those concerned, if you would find this helpful; and
  • make sure we learn from your complaint so that the problem doesn’t happen again for you or others.