We are committed to providing members of the public, our patients and their carers
with opportunities to give us feedback about any services we provide.
Although it is rare any of our users ever have the need to complain, we are keen
to ensure when this does happen the complaint is dealt with satisfactorily. We take
all complaints very seriously and try to ensure all our patients/services users/clients
are pleased with their experience of our services.
Feedback is essential to service improvement and we encourage a proactive approach
to asking for people’s views and using the information received to improve the quality
of services that we provide.
Alongside feedback from members of the public, our patients and their carers, we
also have a formal system for anyone who wishes to make a formal complaint. Our
approach to complaints is structured around the following three principles:
Listening: Taking a more active approach to asking for people’s views and
working in partnership.
Responding: Dealing with complaints more effectively by finding out what
the complainant wants to happen.
Improving: Using the information received to learn and improve services by
agreeing a clear plan of action.
What is a complaint?
A complaint is an expression of dissatisfaction or concern about a staff member,
about a service which we deliver or about an action, omission or decision that requires
a response. Complaints may be received in written form via letter, email or fax.
Who can make a complaint?
A complaint can be made by any person who has received or is receiving treatment
or services or any person who has been affected by an action, omission or decision
A complaint can also be made by a representative (with appropriate consent) acting
on another person’s behalf, if that person:
- Has requested the representative to act on their behalf;
- Is a child;
- Is unable to make the complaint themselves because of physical incapacity or lack
of capacity within the meaning of the Mental Capacity Act 2005;
- Has died.
Formal complaints must be made to the within 12 months from the date on which a
matter occurred or the matter came notice of the complainant, unless there are exceptional
Prescribing Support Services
90 Otley Road
Tel: 01274 299536
Fax: 01274 592305
The NHS is incredibly complex, and it is not always easy to see where best to send
complaints, and so if you are unsure then do please ask us and we’ll help you to
direct your complaint to the right place.
If you require support because English is not your first language, please contact
us and we will signpost you to the relevant interpretation service.
If you need support to make a complaint, Healthwatch can provide you with
Free Helpline 03000 68 3000
We aim to ensure that all complaints are handled well and that appropriate action
is taken to resolve a concern. We will do everything that we feel is appropriate
to try and resolve matters to your satisfaction.
If you remain unhappy after your complaint has been addressed, you can ask the Parliamentary
and Health Service Ombudsman (PHSO) to review your complaint. You should do this
within 12 months from the date on which the subject matter of the complaint occurred.
The PHSO can be contacted:
Further information about the Ombudsman is also available on their website www.ombudsman.org.uk