Patient Relations – Compliments, Concerns and Complaints
Your experience of NHS services
We welcome your feedback on local NHS services, positive or negative, as this helps us to improve services for patients.
We need to know if you, your relative or someone you care for, has not received a good service. Please be assured that raising a concern or complaint will not affect your care or treatment in any way.
If you are unhappy with the treatment or service you have received from NHS services, you have the right to make a complaint, have it looked into and receive a response. You can also raise your concerns immediately by speaking with the staff involved.
If you’re really pleased with one of the services we commission, please send us your compliment and we will pass it on. Or, if you wish to raise a concern or make a complaint, please let us know by contacting us by phone, letter or email.
Phone: 01723 383638
Address: NHS Scarborough and Ryedale Clinical Commissioning Group, Scarborough Town Hall, York House, St Nicholas Street, Scarborough, North Yorkshire, YO11 2HG
Administration of Patient Relations Services by Scarborough Borough Council
Please note that the administration of patient relations and complaints is carried out by Scarborough Borough Council (SBC) on behalf of NHS Scarborough and Ryedale CCG. This means that whilst the response you receive has been prepared by SBC the relevant teams at the CCG who are responsible for that aspect of healthcare, have been involved in investigating the complaint or providing information to your query. All responses are also agreed by the CCG prior to being issued and information will not be shared beyond the CCG and the complaints and patient relations team at SBC without consent.
In order for SBC to provide this service they will need to make up a file containing details of the complainant and the complaint they are making. Information they may hold electronically or write down may include:
- Basic details such as name, address
- Details of health care conditions relevant to the complaint
- Information from other health care professionals and those who provide care relevant to the complaint.
If further information is needed from organisations who have delivered your care, such as your GP or service provider we will ask for your consent before we approach them for any information we require. If you do not wish to give consent we may still be able to provide you with a more general response.
SBC also ensures its compliance with the Data Protection Act and details of how they do this can be found here.
Who should you make a complaint to?
You can raise your concerns immediately by speaking with the staff involved in your care. Alternatively the following organisations will be able to help you make a complaint depending on what service you wish to complain about:-
NHS England (if you wish to make a complaint about a GP, dentist, pharmacy or optician)
Tel: 0300 311 22 33
PO Box 16738
York Teaching Hospital NHS Foundation Trust (if you wish to make a complaint about Scarborough, Malton, York, or Bridlington Hospitals)
Patient Experience Office
Tel: 01904 726262
Patient Experience Office
York Teaching Hospital NHS Foundation Trust
The York Hospital
Hull and East Yorkshire Hospitals NHS Trust (if you wish to make a complaint about Hull Royal Infirmary or Castle Hill Hospital)
Patient Advice and Liaison
Tel: 01482 623065
Patient Advice Liaison Service
Hull Royal Infirmary
Tees Esk and Wear Valleys NHS Foundation Trust (if you wish to make a complaint about mental health services)
Patient Advice and Liaison Service
Freephone: 0800 052 0219
Tel: 01642 283546
Mobile: 077755 18086
Patient advice and liaison services
Flatts Lane Centre
Yorkshire Ambulance Service (if you wish to complain about ambulance transport or patient transport)
Patient Relations Team
Telephone: 0345 122 0535
Patient Relations Team
Yorkshire Ambulance NHS Trust
Wakefield 41 Business Park
NHS Scarborough and Ryedale CCG (if you wish to make a complaint about commissioning decisions, funding decisions including IFR, continuing healthcare, maternity, and children's services)
Tel: 01723 383638
NHS Scarborough and Ryedale CCG
Scarborough Town Hall
St Nicholas Street
Making a complaint
Who can complain
Anyone can complain about NHS services or treatment they have received, or if they have been affected by the actions or decisions of an NHS organisation, or primary care practitioner. If you are unable to complain yourself, someone can act on your behalf with your written consent.
How do I make a complaint?
The first stage of the NHS complaints procedure is called ‘local resolution’. Local resolution aims to resolve complaints quickly and as close to the source of the complaint as possible. Your complaint should be made to the NHS organisation who provided the service as listed above. If your complaint is about your primary care practitioner (GP Practice, dentist, community pharmacy or optician) you may complain directly to the practice, or contact NHS England at the contact details above.
You can make your complaint in writing, by email, or verbally. If you make your complaint verbally, you will be asked to sign and return a written record to ensure that you agree with the contents.
When should I make a complaint?
A complaint should be made within 12 months from the date it occurred or when it came to your attention. In some cases if there is good reason why you could not complain sooner and it is still possible to investigate your complaint, it may be possible to waive the time limit.
What happens if my complaint involves a number of different organisations?
If your complaint involves more than one NHS organisation or the NHS and social care, you only need to make one complaint and you will receive a single, coordinated response.
If any part of the joint complaint relates to a primary care service, (that is a GP Practice, dentist, community pharmacy or optician), the complaint will need to be raised with NHS England – their details are provided above.
Where do I send my complaint?
Details of where to send complaints are provided above. If you are unsure, you can contact NHS Scarborough and Ryedale CCG for further advice.
Consent – what am I agreeing to?
Where appropriate the CCG may require access to medical records or other personal information in order to deal with the matter.
Information may be used for other purposes such as monitoring processes and improving service quality. Wherever possible, only anonymous information will be used. If identifiable data is needed for other purposes, then consent will be requested from the person who the information is about.
In some circumstances the CCG may disclose personal information to relevant parties where there is a legal duty or power to do so, for example if information leads us to believe that a child or vulnerable adult is at risk of harm or if a court order requires us to do so. In such circumstances consent may not be sought prior to disclosing the information.
Where you are contacting the service on behalf of another person, consent will be required from the individual concerned, to progress an inquiry.
Should you have any concerns about how your information is to be used, please discuss this with someone in the Patient Relations Team on the contact details above.
What if I don’t want to raise my complaint with the service involved?
Some complainants prefer to send their complaint to the commissioner of NHS services, NHS Scarborough and Ryedale CCG. This is fine, however, the commissioner will consider which organisation is best placed to address your concerns. The health care provider (for example the hospital or district nursing team) will normally be given the opportunity to respond to your complaint.
To direct a complaint to NHS Scarborough and Ryedale CCG please see contact details above.
Who can help me in making a complaint?
The Independent Health Complaints Advocacy Service team can guide and support you though the complaints process. They can help you put your complaint in writing and attend meetings with you. However, the team does not investigate complaints.
Support to residents of Scarborough and Ryedale is available from the Independent Health Complaints Advocacy Service which is free to complainants. The service is provided by:
Independent Health Complaints Advocacy Service
1 Devonshire Court, Green Lane Trading Estate, Clifton, York, YO30 5PQ
Investigation and improving services
When you submit a complaint, it is helpful if you could be clear what you would like to achieve as a result of making your complaint, so that the NHS can try to resolve the matter to your satisfaction.
Your complaint will be fully investigated in a manner that is fair to both complainants and staff. If failings are identified during the investigation, any necessary changes will be made to improve the quality of services. You will also be advised in the written response to your complaint of any service improvements.
Details of the CCG's Policy on the Reporting and Management of Complaints is available on the CCG website, here.
What happens if I am unhappy with the response?
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 in order to try and resolve matters to your satisfaction.
If, however, 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 twelve months from the date on which the subject matter of the complaint occurred.
The PHSO can be contacted at:
Helpline: 0345 015 4033
Address: Ombudsman at Millbank Tower, Millbank, London, SW1P 4QP
Further information about the Ombudsman is also available on their website.
Local Healthwatch supports individuals by providing information about access to services and choice to help enable people to take more control of their own health, treatment and care and understand and use the choices available to them.
For further information for your local Healthwatch, please visit their website.
Health Watch, Holgate Villa, 22 Holgate Road, York, North Yorkshire, YO24 4AB
Tel: 01904 683802
Address: FREEPOST RSJX - GCEE - TEEE, Healthwatch North Yorkshire, Holgate Villa, Holgate Road, York, YO24 4AB