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Having local people at the heart of our work is important to us. We want to hear what people think, to use this information as we make decisions about services and to tell people how we have used their views. We aim to plan and buy high quality services, delivered in a courteous and responsive way.

The patient support line is there to help you if you have a concern or complaint about your local NHS service.

Raising your concerns will help us to make improvements and means that often, the problem can be sorted out quickly and easily.  

We encourage you to contact the person or organisation you are complaining about to give them the first opportunity to help you and resolve any concern or complaint you have about their services or decisions that have been made about your care and treatment.


The independent complaints advocacy team (ICAT)

If you need independent help and support with your complaint you can contact ICAT, which is an independent advocacy service and not part of the NHS.

You can visit the ICAT website.

You can telephone the ICAT referral line on 01274 750784.

Or write to: ICAT, Rooms 21-29, 1st floor, The Tradeforce Building, Cornwall Place, Bradford, BD8 7JT.

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Parliamentary and Health Service Ombudsman

If you are not satisfied with the final outcome of your complaint you can contact the Parliamentary and Health Service Ombudsman. Before you do this we would encourage you to discuss your complaint with the organisation who you have complained about so that they can discuss with you anything else they could do to try and resolve your complaint for you.

You can contact the Parliamentary and Health Service Ombudsman in the following ways;

  • call their Customer Helpline on 0345 015 4033 from 8:30am to 5:30pm, Monday to Friday
  • send a text to their 'call back' service: 07624 813 005
  • email: enquiries@ombudsman.org.uk

Or

For further information you can visit their website at. www.ombudsman.org.uk

If you prefer you can write to; The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

Find local services

A - Z of health conditions

NHS Data

Concerns and complaints

The patient support line is there to help you if you have a concern or complaint about your local NHS service.

Raising your concerns will help us to make improvements and means that often, the problem can be sorted out quickly and easily.  

We encourage you to contact the person or organisation you are complaining about to give them the first opportunity to help you and resolve any concern or complaint you have about their services or decisions that have been made about your care and treatment.

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Our CCG

You can telephone our patient support line and we will listen to your concerns, give advice and try and help you. We will also make sure you know where to go and who to contact about your individual concerns or complaints.

We will ensure that any concern or complaint you have about the CCG or any of the services we commission (such as those within the hospitals, community services & out-of-hours service) are dealt with. In doing so, we will agree with you how your issue is handled.

The CCG is keen to receive your feedback, good and bad. We work with those organisations which provide your NHS care and treatment to ensure that steps are taken as a result of complaints to improve services for all our patients.

To discuss your concern or complaint contact the patient support line on 01274 237562.

Or you can email: BradfordCCGspatientsupport@bradford.nhs.uk

Or you can write to the patient support manager or chief officer at Bradford City CCG, Douglas Mill, Bowling Old Lane, Bradford, BD5 7JR

Alternatively you can complete the online concerns & complaints form.

We will acknowledge your complaint or concern within three working days, and offer to discuss it personally with you to agree the way forward if we haven't already.

We will investigate it and aim to provide you with a response which will include the outcomes of the investigations within a time frame we agree with you.

When we look into your complaint or concern we shall aim to:

  • find out what happened so we can explain this to you
  • make sure you receive an appropriate apology and response
  • make it possible for you to discuss the problem with those concerned if you would like this
  • look at what we can learn from your complaint and what we can do to make sure the problem doesn’t happen again so we can improve local services.

Your GP practice

We would encourage you to speak to a member of staff at your practice.  If you prefer you could ask to speak to the practice manager, a GP or the person who deals with complaints at the surgery. This will give you and the practice the opportunity to sort out any problems and resolve your concerns.

If you do not feel able to contact the practice you can contact NHS England at NHS England, PO Box 16738, Redditch, B97 9PT 

Telephone: 0300 311 22 33 or email: england.contactus@nhs.net

Or visit the NHS England website.

Dentists, pharmacists and opticians

NHS England also deals with complaints about these services, although we would encourage you to speak to your dentist, pharmacist or optician to discuss your concern first.

If you do not feel able to contact your dentist, pharmacits or optician, contact NHS England at NHS England, PO Box 16738, Redditch, B97 9PT 

Telephone: 0300 311 22 33 or email: england.contactus@nhs.net

Or visit the NHS England website.

Hospitals, community services (such as district nursing, speech and language or podiatry services), mental health care or out-of-hours services

Our local NHS Trusts have a Patient Advice and Liaison Service (PALS) or an Advice and Complaints Team. They will listen to your concerns and try and resolve them quickly with those involved. Alternatively, you may wish to make a complaint.

You may wish to contact one of the organisations below if your concerns are about the care and treatment or service they have provided for you;    

Organisation  Telephone and email Address 
Bradford Teaching Hospitals NHS Foundation Trust

PALS:

01274 364021

PALS@bthft.nhs.uk

Complaints:

0500 777717 or

01274 364810

complaints@bthft.nhs.uk

PALS or the complaints department, Bradford Teaching Hospitals NHS Foundation Trust, Bradford Royal Infirmary, Duckworth Lane, Bradford, BD9 6RJ

Bradford Districts Care NHS Foundation Trust 

 

01274 251440

advice.complaints@bdct.nhs.uk

 

The advice and complaints department, Bradford Districts Care NHS Foundation Trust, New Mill, Victoria Road, Saltaire, BD18 3LD

Airedale Hospitals NHS Foundation Trust 

PALS:

01535 294019

Pals.office@anhst.nhs.uk

Complaints:

01535 294015

PALS or complaints department, Airedale NHS Foundation Trust, Airedale General Hospital, Skipton Road, Steeton, Keighley, BD20 6TD

NHS 111 (including the GP out-of-hours service)

0345 122 0535

patient.relations@yas.nhs.uk

Patient relations helpdesk, Yorkshire Ambulance Service NHS Trust, Springhill 2, Brindley Way, Wakefield 41 Business Park, Wakefield, WF2 0XQ

 

 

Concerns and complaints form 

If you do have any concerns or a complaint you may want to complete this form below.

Section 1: your details

Title e.g. Mr, Mrs, Miss, Dr etc.

First name

Surname

Date of birth

Your address

Daytime contact telephone number

Mobile telephone number

Email address

How would you prefer us to contact you?*

Section 2: if you are making the complaint on behalf of someone else, please enter their details in this section

Title e.g. Mr, Mrs, Miss, Dr etc.

First name

Surname

Date of birth

Address

Your relationship to the patient

Daytime contact telephone number

Mobile telephone number

Email address

Section 3: about your concern or complaint

Are you contacting us about a concern or a complaint?

Please give the name of the organisation, service or person your concern or complaint relates to

In the box below, please explain why you want to complain and give as much detail as possible. The following questions may help you; what happened, who was involved, what was said, where and when did it take place? (please give dates and times if possible), why do you think the service failed?

What outcome would you like in response to help resolve your concern or complaint?

Click the button below to submit your complaint. This form will be sent to the Patient Support Line at Airedale, Wharefdale and Craven, Bradford Districts and Bradford City Clinical Commissioning Groups (if you have given your consent).

Email 2*:

* required fields

 

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