Complaints and Concerns
If you are not happy with any aspect of our care or healthcare services, please ask to speak to a senior member of staff or the ward or department manager who will make every effort to help you and resolve your concern. If you do not reach a satisfactory conclusion, matrons are also available to speak to between 7.30am and 8.00pm Monday to Friday. If you need to speak to someone about your concern outside these hours, a senior nurse or hospital site manager is always available. Please ask staff to contact switchboard on your behalf to put you in touch with the senior person on duty.
The Trust’s Complaints Handling policy is available here:
If you still wish or would prefer to make a formal complaint, please contact:
Bridget Fletcher (Chief Executive)
Airedale NHS Foundation Trust
Airedale General Hospital
Or you can telephone 01535 294019 for advice.
Alternatively the complaints manager, Helen Barrow, will be happy to discuss your complaint with you in person. She can be contacted on telephone: 01535 294015 or email: firstname.lastname@example.org
We assure you that by raising a concern with the Trust it will not adversely affect your ongoing care or that of the patient about whom you are raising concerns.
Whoever investigates your complaint will be careful to ensure that any information about you is kept strictly confidential. The allocated investigator will be an employee of the Trust who works at a senior level within the organisation and will not have been involved in the direct care and treatment of the patient.
In the circumstance where you received your NHS care and treatment in a none NHS facility on behalf of Airedale NHS Foundation Trust then your concern will be dealt with by Airedale NHS Foundation Trust. Therefore we request you contact us via the details provided.
Independent Health Complaints Advocacy Service (for North Yorkshire patients only)
Post: North Yorkshire NHS Complaints Advocacy Service, 4 Devonshire Court, Green Lane Trading Estate, Clifton, York, YO30 5PQ
Telephone: 0300 012 4212
We are open Monday to Friday 9am to 5pm. Outside these hours you can leave us a message and your contact details and we will get back to you.
Fax: 01924 43844
Frequently Asked Questions
Who can complain?
Anyone who is receiving or has received NHS treatment or services can complain. If you are unable to do so yourself then someone else (usually a close relative or friend) can complain for you. You may be asked to confirm that your relative or friend has your permission to pursue a problem on your behalf, especially if it involved confidential information about yourself or your treatment.
When should I complain?
It is best to raise your concern as soon as possible after the problem occurs. The NHS complaints procedure specifies time limits for making a formal complaint. The complaint should be made:
within six months of the event; or
within six months of you realising that you have something to complain about, provided this is not more than twelve months after the event itself.
There are some circumstances beyond these time limits where we may agree to investigate your concerns.
What we will do?
try and speak with you within three days of receipt of your letter to discuss how to proceed with the complaint
send you an acknowledgement letter
investigate all issues raised by your complaint
aim to provide you with a full written explanation, verbal information, or meet with you and respond to your complaint within the time scale agreed with you
inform you if more time is needed
share where lessons have been learnt with you
Often a telephone conversation or a meeting can go a long way towards a quick resolution of problems.
How will we respond to your complaint?
We are committed to:
responding directly and quickly
ensuring everyone is treated equally
responding with respect, fairness and confidentiality
making every effort to resolve your complaint
ensuring that you will continue to receive high standards of care from our hospital
identifying needed improvements in our services
a culture of openness