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How to make a complaint

We want to hear if something has gone wrong, so we can put it right. You can complain about any service we've provided, whether at our clinic, in your home, by video or at your workplace. Making a complaint will not affect your care.

 

Talk to us first

Many problems can be sorted out quickly. Speak to the person who saw you, or call us on 0113 531 4947, and we'll try to put things right straight away.

 

Making a formal complaint

If you'd rather put your complaint in writing, or you're not happy with our first response, email info@ypchealth.co.uk or write to YPC Health, 1 Skipton Road, Ilkley LS29 9EH.

Please tell us:

  • your name and contact details

  • the date of your appointment and the service you had

  • what went wrong

  • what you'd like us to do to put it right

You can complain on behalf of someone else if they give their consent. Please get in touch as soon as you can, while memories and records are fresh.

 

What happens next

  • We'll acknowledge your complaint within 3 working days.

  • We'll look into it. This may include checking your records and talking to the staff involved.

  • We aim to send you a full written reply within 20 working days. If we need longer, we'll tell you why and when to expect it.

  • Our reply will explain what we found, apologise where we got something wrong, and tell you what we're changing as a result.

 

If you're still not happy

Tell us, and we'll review your complaint again. If we still can't resolve it between us, we can refer it to an independent external mediator.

You can also contact:

  • The Care Quality Commission (CQC), which regulates our services. CQC can't take forward individual complaints, but it wants to hear about your experience, because it helps protect others. Give feedback at cqc.org.uk, or call 03000 616161 (Monday to Friday, 8.30am to 5.30pm).

  • A professional regulator, if your concern is about an individual clinician's fitness to practise. That's the General Medical Council for doctors, the Nursing and Midwifery Council for nurses, or the Health and Care Professions Council for other registered professionals, such as paramedics.

 

If your employer arranged your appointment

You can still complain to us directly, and we'll reply to you.

 

Compliments and suggestions

We like hearing what went well too. Email us, or leave us a Google review.

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