The Patient Experience Team (PET) is working hard to operate business as usual and will continue to receive new complaints via email, over the phone, in the post and via our service teams. The team are all currently working remotely so any complaints received via post may be delayed due to no office presence, but we will monitor this as best we can. There are currently no changes to our complaint and concern timescales.
Our phone lines will be operating as normal (9.30am-4.30pm, Mon - Fri) and email address will be monitored as usual (between the hours of 9am-4.30pm Mon - Fri). Please use this phone line for any queries you may have regarding LCH services. We will listen in confidence and we will aim to provide you with information, advice and signpost you to the right departments.
We would like to hear from you about your experiences of our healthcare services and we will listen to your suggestions on how we can improve.
We want to make sure that our patients receive excellent care that is delivered in a respectful and courteous way. You can help us do this by letting us know how we are doing.
Although we always try to provide the best possible care, we know that sometimes things can go wrong. We hope we can sort out most problems easily and quickly. We welcome all feedback, from anyone, whether positive or negative, because it helps us to identify where things are working well and where improvements may need to be made.
We aim to deal with your feedback in one of three ways:
We can pass it to the service lead to share with the team
If you would like the service to respond to you, we can process the feedback as a concern and then a service manager will contact you directly to talk about what happened by the end of the next working day;
Or we can record a complaint and we can investigate and respond in writing.
How we deal with your complaint
We will need to talk to you so we can clearly understand your complaint, the exact issues you are complaining about and how we can best address the issues you have raised. We can do this via telephone or email, whichever suits you best.
We may be able to resolve some issues quickly, but others may take longer and may need a more detailed investigation.
Acknowledge your complaint within three working days
Agree with you how we will try and resolve your complaint
Discuss how long it should take to respond and keep you informed
Find out what happened or what went wrong
Make sure you receive an appropriate apology
Make it possible for you to discuss the problem with the service concerned
Ensure we share learning outcomes from concerns and complaints, so that the problem doesn’t happen again for you or others
If you are making a complaint on behalf of someone else, we will need their permission in order for us to respond to you. This is because we are legally required to protect the confidentiality of our patients. We will request the patient’s consent after you have contacted us.
The Patient Experience Team can:
- Provide you with information about community healthcare services
- Support and advise you as you deal with NHS services
- Take your feedback - both good and bad - about our services
- Deal with concerns quickly, advise you about the complaints process
- Put you in touch with someone who can help you to resolve problems with community healthcare service
Tel: 0113 220 8585
9:30am - 4:30pm, Monday - Friday
1st Floor, Stockdale House,
Headingley Office Park,
Alternatively if you have a compliment, comment or complaint about any of our services, or if you can’t find the information you need here, please fill in our contact form.
Please note, we are unable to investigate complaints that relate to other organisations.
If you wish to give feedback relating to your GP, you can speak to your practice manager or contact NHS England.
Leeds Independent NHS Complaints Advocacy
If you need independent advice, support or information around raising a complaint, the Leeds Independent NHS Complaints Advocacy can help you with this. You can contact them on;
Tel: 0113 244 0606
Monday – Friday, 9:00am – 5:00pm