Concerns, Complaints and Compliments
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 compliment, concern or a complaint, is valuable and helps us to improve our services.
What do I do if I have a problem or 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.
Patient Advice and Liaison Service (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.
They will help you with questions and concerns about any of our hospitals or services including our community hospitals and services run by us at other places.
You can contact them by phone from Monday – Friday 8.30 – 4.30 on these numbers:
Bradford Royal Infirmary (01274) 364021
St Luke’s Hospital (01274) 365853
At other times, or if the line is busy, please leave a message with a name and contact number and they will call you back as quickly as possible.
You can also email them on firstname.lastname@example.org about any of our hospitals or services.
What do I do if I want to 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 remember to tell us:
- Your name
- How you want us to contact you e.g. 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
by telephone 0345 015 4033
by fax to 0300 061 4000
by email: email@example.com
by writing to:The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1 P 4QP
If you would like 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 - click on the 'Advocacy' section
Consent and confidentiality
If you are making a complaint on behalf of a patient, the NHS Complaints Procedure requires that the patient must give their consent if they are able to.
Where the patient is under the age of 16 years, consent of the parent or guardian is needed. This is to safeguard patient confidentiality.
A consent form will be enclosed with our correspondence if you are not the patient. Please arrange for this to be signed by the patient.
If you are making a complaint on behalf of a deceased patient, different rules apply. We will explain these 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.
How can I give you feedback on what you did well, or share my ideas and suggestions?
If you would like to tell us what we did well, pay us a compliment about a good experience or share your ideas or suggestions on how we could improve services and care please use this email address
Is there any other way I can give you my feedback or ideas?
You will also see booklets and comment cards around the hospital called 'Tell Us What You Think'. The booklet explains more about PALS and the complaints process. It also tear-off Freepost card so you can tell us about your experience. The card is for quick comments on your experience or for you to share your views and ideas. You can drop this in a comments box at the hospitals, give it to a member of staff or post it to us - no stamp is needed.