How to raise a Concern or make a Complaint
We aim to provide the best quality and safe healthcare to the people using our services. Sometimes there are misunderstandings or things may go wrong. When they do, you have every right to raise concerns or make a complaint.
We welcome any comments you would like to make about the care and services we provide. Your feedback, whether a concern or a complaint, is valuable and helps us to improve our services.
How you can raise a concern
Firstly, please talk to us. When something is not right the best time to deal with it is at the time it happens. Please speak to a member staff as soon as possible. We can usually answer your concerns or questions and put things right quickly.
Please speak to the Ward Sister, Matron or Nurse in charge about your concerns and they will try to resolve any difficulty you may be experiencing.
PALS (Patient Advice and Liaison Service)
If you feel you do not want to contact the service directly, then you can speak to PALS. This is a confidential service located in both our hospitals which aims to advise and support patients, their families and carers, and deal with concerns informally and quickly.
PALS can be contacted on 01274 364021 at Bradford Royal Infirmary or 01274 365853 at St Luke’s Hospital. The text phone number for deaf people is 01274 382580 at Bradford Royal Infirmary. You can also email firstname.lastname@example.org
How you can make a complaint
If we have been unable to resolve your concerns informally then you can make a formal complaint to the Chief Executive via the Complaints Office within 12 months of the event.
You can contact us by writing to:
The Chief Executive
Bradford Teaching Hospitals NHS Foundation Trust
Bradford Royal Infirmary
Bradford BD9 6RJ
Telephone: 01274 364810
Free Phone: 0500 777717
SMS Text: 07970 971819
Please ensure you provide us with:
- Your name
- Preferred method of contact eg telephone, letter, email
What we will do
When you make a complaint we will:
- Acknowledge receipt of your complaint letter within three working days;
- Allocate a Complaint Investigator who will contact you to give you the opportunity to discuss your complaint and the way you would like it to be investigated;
- If your complaint can be resolved informally and to your satisfaction the Complaint investigator will discuss this with you;
- Provide a full written response within five weeks (25 working days) from receipt of your complaint, wherever possible;
- Keep you informed if we need more time to investigate complex issues or/and agree an extended response time;
- Learn from your complaint and make changes in the way we provide our services when necessary.
If you are not happy with the response
If you have any outstanding concerns after receiving our response to your complaint please contact the Complaints Department within 28 days of receiving our response.
We will make every effort to answer and resolve your complaint to your satisfaction. This may involve a meeting or further investigation and another written response.
If after our best efforts you still feel your complaint has not been fully answered you can contact the Health Service Ombudsman for a review. The Ombudsman is completely independent to the NHS.
The Ombudsman can be contacted on
0345 015 4033, by faxing to 0300 061 4000, by email: email@example.com, or by writing to:
The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London, SW1 P 4QP
If you require independent support, guidance and impartial advice you can contact the Independent Complaints Advocacy Service (ICAS).
ICAS can be contacted on 0300 456 8349 (local rates).
The website is: www.carersfederation.co.uk
Consent and confidentiality
If you are making a complaint on behalf of a patient, the NHS Complaints Procedure requires that, if they are able, the patient must give their consent.
Where the patient is under the age of 16 years, consent of the parent or guardian will be required. This is to safeguard patient confidentiality.
A consent form will be enclosed with our correspondence if you are not the patient and we ask that you arrange for this to be signed by the patient.
If you are raising a complaint on behalf of a deceased patient, separate rules apply and these will be advised in our letter to you.
Your right to complain
The NHS Constitution gives you legal rights to make a complaint when our service falls below standard.
This includes your right to:
- Have any complaint made about our services dealt with efficiently and to have it properly investigated;
- Know the outcome of any investigation into your complaint;
- Take your complaint to the independent Health Service Ombudsman, if you are not satisfied with the way your complaint has been dealt with by the NHS;
- Make a claim for judicial review if you think you have been directly affected by an unlawful act or decision of an NHS body;
- Compensation where you have been harmed by negligent treatment.