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

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. We welcome all feedback, whether positive or negative, because it helps us to identify where things are working well and where improvements may need to be made.

We aim to deal with your feedback in one of three ways:

  • We can pass it to the service lead to share with the team

  • If you would like the service to respond to you, we can process the feedback as a concern  and then a service manager will contact you directly to talk about what happened by the end of the next working day;

  • Or we can record a complaint and we can investigate and respond in writing.

How we deal with your complaint

We will need to talk to you so we can clearly understand your complaint, the exact issues you are complaining about and how we can best address the issues you have raised. We can do this via telephone or email, whichever suits you best.

We may be able to resolve some issues quickly, but others may take longer and may need a more detailed investigation.

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 the service concerned

  • Ensure we share learning outcomes from concerns and complaints, so that the problem doesn’t happen again for you or others

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 are unable to investigate complaints that relate to other organisations.

Contact

Tel: 0113 220 8585
9:30am - 4:30pm, Monday - Friday

Email: lch.pet@nhs.net

1st Floor, Stockdale House,
Headingley Office Park,
Victoria Road,
Leeds
LS6 1PF

Alternatively if you have a compliment, comment or complaint about any of our services, or if you can’t find the information you need here, please fill in our contact form

Please note, we are unable to investigate complaints that relate to other organisations.

If you wish to give feedback relating to your GP, you can speak to your practice manager or contact NHS England.

Leeds Independent NHS Complaints Advocacy

If you need independent advice, support or information around raising a complaint, the Leeds Independent NHS Complaints Advocacy can help you with this. You can contact them on;

Tel: 0113 244 0606 
Monday – Friday, 9:00am – 5:00pm
licha@advonet.org.uk

Visit the Leeds Independent NHS Complaints Advocacy website

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