complaints process

COMPLAINTS PROCESS
If you have a complaint or concern about the service you have received from the doctors or any of the personnel working at Bradford Student Health Service, please let us know. We operate a practice complaint procedure as part of an NHS system for dealing with complaints. Our procedure meets national criteria

How to complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot to be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible. You can make your complaint in writing, or make an appointment to come and give us details in person. Complaints should always be made by the patient concerned unless they are unable to complain or provide written consent for someone else to act on their behalf

You should inform us: within 6 months of the incident that caused the problem: or, within 6 months of discovering that you have a problem (provided this is within 12 months of the incident)

Complaints should be addressed to Mrs V King, Practice Manager. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you provide as much detail as possible about your complaint

What we will do
We will acknowledge your complaint within two working days and aim to have investigated within ten working days of the date you raised it with us. We will then be in a position to offer you a written explanation, and/or a meeting with the people involved. We aim to:

• find out what happened and what went wrong
• make it possible for make it possible for you to discuss the problem with those concerned (if you would like this)
• make sure you receive an apology, where this is appropriate
• identify what we can do to make sure the problem doesn't happen again

The Healthcare Commission Complaints Investigation Unit
We hope if you have a problem you will use the practice based complaints procedure in the first instance, but if you feel you cannot raise your concerns with the practice or you would like to request an independent review please contact the Healthcare Commission at the address below within 56 days

The Healthcare Commission Freepost NAT 18958 Complaints Investigation Team Manchester Ml 9XZ Telephone: 0845 6013012 Fax: 0207 4489180 www.healthcarecommission.org.uk/homepage.cfm

or

Chief Executive Bradford & Airedale Teaching Primary Care Trust Douglas Mill Bowling Old Lane Bradford BD5 7JR Telephone: 0845 111 5000

Your NHS - advice, support, and having your say
There are three more organisations that can offer advice and support:

• PALS (Patient Advice & Liaison Services) for advice, information and guidance when you need help - telephone 01274 237555
• ICAS (Independent Complaints Advocacy Service) for advice on how to complain and support to make a complaint - telephone NHS Direct on 0845 46 47
• PPI Forums (Patient and Public Involvement Forums) to have a say about health services and how they are run - telephone 0845 120

NHS Direct 0845 46 47 www.nhsdirect.nhs.uk