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Making a Complaint
All feedback is important to us. It helps us to develop and improve our services so we can provide the best quality care. If we are unable to meet your expectations for any reason, we will explore what went wrong, do all that we can to put things right, and try to make sure the same thing doesn’t happen again.
Anyone who is currently receiving, or has previously received treatment or services, from Your Healthcare can complain. If you are complaining on behalf of a friend or a relative, you must first gain their consent to act as their representative. If required, you can seek independent advice when making a complaint, information can be found in the NHS Advocacy Service tab.
It is always best to make your complaint as soon as possible and no more than 12 months after the incident. If there is a genuine reason why you could not make a complaint sooner, then it may be possible to extend this time period.
Your complaint will be acknowledged within three working days of us receiving it and we will investigate the issues you have raised will us. This will be led by an allocated staff member.
During the investigation it may be necessary to contact you to obtain more information, to review your medical records, or to speak to another organisation. If we need to contact any other organisation, we will ask for your consent to do so.
We aim to provide a final response to your complaint within 25 working days. If there are likely to be any delays with the investigation, we will contact you as soon as possible to explain why.
Once the investigation has been completed, we will contact you to let you know what we found out. Where we find that improvements or changes are necessary to the way we deliver our services, we will tell you what action we will take and why.
All complaints that we receive are treated confidentially and sensitively and the treatment or care that you are receiving will not be adversely affected if you make a complaint or raise a concern.
Information relating to complaints or concerns is stored separately by the organisation and does not form part of a patient/ service user’s medical records.
If you are not satisfied with our response to your complaint, please let us know and we will work with you to try and address any outstanding issues. After this, if you still feel that your concerns have not been resolved, you have the right to ask the Health Service Ombudsman to review your case. You should do this within six months of our final response to you.
The Ombudsman can be contacted at:
The Parliamentary and Health Service Ombudsman
Millbank Tower,
Millbank,
London,
SW1P 4QP
Helpline: 0345 015 4033
Email:Â phso.enquiries@ombudsman.org.uk
Website:Â www.ombudsman.org.uk
If you have made a complaint we would welcome your feedback on how we handled it. You can access a form here.
Send us your Complaint
All feedback that we receive, whether good or bad, is important to us as it helps us to develop and improve our services and ensure that the care that we provide is of the best quality.
We recognise that sometimes we are unable to meet your expectations. When this happens, we will explore what went wrong, do all that we can to put things right and make plans to reduce the risk of the same thing happening again.
You can raise concerns directly to the service or team providing your care. They will try to resolve any concerns you raise, quickly, and to your satisfaction.
If they do not resolve a concern that you raise to your satisfaction, and you want to raise a formal complaint, you can do so by contacting the Service Effectiveness Team.
