Patient support line
Find out what to do if you wish to raise a concern or complaint about an NHS service.
The patient support line is here to help you if you have a concern or complaint about NHS Airedale, Wharfedale and Craven Clinical Commissioning Group (CCG) or your local NHS service.
To discuss your concern or complaint, contact the patient support line on 01274 237562.
In the first instance we would advise you to contact the organisation you are complaining about. This gives them an opportunity to resolve your concerns or complaint.
If this does not resolve your issue, contact the patient support team. We will listen to your concerns, give advice and help you understand if there are any other people you need to contact about your issue.
We will acknowledge your complaint or concern within three working days and provide you with a response within a time frame we agree with you.
When we look into your complaint or concern we shall aim to:
Write to: patient support team, NHS Airedale, Wharfedale and Craven CCG; Scorex House (West); 1, Bolton Road; Bradford, BD1 4AS
To discuss your concern or complaint contact the patient support line on 01274 237562.
We would advise you to speak to a member of staff at your practice in the first instance. This could be the practice manager, a GP or the person who deals with complaints at your 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:
Or visit the NHS England website.
NHS England 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,you can contact NHS England:
Or visit the NHS England website.
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||
0500 777717 or
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||
The advice and complaints department, Bradford Districts Care NHS Foundation Trust, New Mill, Victoria Road, Saltaire, BD18 3LD
|Airedale Hospitals NHS Foundation Trust||
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 helpdesk, Yorkshire Ambulance Service NHS Trust, Springhill 2, Brindley Way, Wakefield 41 Business Park, Wakefield, WF2 0XQ
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.
You can telephone the ICAT referral line on 0300 012 4212. Text Service 07860 021502 (Incoming only)
Or write to: Cloverleaf Advocacy, Independent Health Complaints Advocacy Service, Cloverleaf Advocacy, 1 Devonshire Court, Green Lane Trading Estate, Clifto,n York, YO30 5PQ.
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;
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