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Humber and North Yorkshire Integrated Care Board ICB Concerns comments complaints and compliments What to do if you are still unhappy If you have more questions we can make further enquires and write to you again If we cannot resolve your complaint you can refer it to the Parliamentary and Health Service Ombudsman PHSO The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP Tel 0345 015 43033 Fax 0300 015 4000 Email phso enquiries ombudsman org uk Web www ombudsman org uk The Ombudsman will consider whether the organisation has done everything possible to address and resolve the issues raised The Ombudsman will then decide whether to take further action They might refer the issue back to the organisation for further work to be undertaken or decide to review the case How to pay a compliment We also need to know what we are doing well Please send compliments about our staff and services to the Patient Relations Team You can find out more in our Management of Concerns and Complaints Policy available at I am not happy about www humberandnorthyorkshire icb nhs uk documents and publications Scan the QR code with your smartphone camera to view this policy I would just like to say Thank you for

What the Patient Relations Team can do for you provide confidential advice and guidance do our best to resolve your concerns as quickly as possible provide advice on NHS and health related matters information on how to make a complaint If you are still unhappy and wish to make a formal complaint try to do this within 12 months of the event Introduction Most patients are happy with the care they receive but we may not always get things right When this does happen we need to know Why raising complaints and concerns matters We learn lessons from concerns and complaints We use them to improve the services we provide for individual patients and for all patients How to raise a concern Most concerns are usually sorted out straight away by the staff caring for you Tell them what is worrying you and they will do their best to help you If you want to talk to someone who is not involved in your care you can speak to our Patient Relations Team Patient Relations is sometimes referred to as Patient Advice and Liaison Service PALS Contact them on 01482 335409 How to make a formal complaint about your GP pharmacy dentist or optician Hull Health and Care Partnership can give informal advice on GP dentist optician and pharmacy issues But we are unable to handle formal complaints Direct these to Complaints Manager NHS England P O Box 16738 Redditch B97 9PT Telephone 0300 311 22 33 Email England contactus nhs net If you are not sure where to direct your concern or complaint the Patient Relations Team can tell you We will liaise with all services or agencies involved in the incident on your behalf Getting help with your complaint You can raise your complaint or concern verbally in writing or by email If you live in Hull you can get free confidential advice about your complaint This is available through Cloverleaf Advocacy the independent complaints advocacy service Making a complaint will never be detrimental to your care or disadvantage you in any way Our processes make sure complaints are handled in a confidential and sensitive way Who to write to when making a written complaint You can write to us free of charge Freepost Plus RTGL RGEB JABG Hull Health and Care Partnership Patient Relations 2nd Floor Wilberforce Court Alfred Gelder Street Hull HU1 1UY You can email us hnyicb hull pals nhs net 5th Floor Empire House Wakefield Old Road Dewsbury West Yorkshire WF12 8DJ Tel text 0300 012 4212 07860 021502 Email cloverleaf advocvacy co uk What to expect after raising your concern or complaint When we receive your complaint or concern we will acknowledge it in writing within 3 working days We will then investigate the issues you have raised We would normally write back to you within 25 working days Sometimes an investigation can take longer If this is the case we will discuss the reason for this with you

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