Complaints Policy
Introduction
Yorkshire Aeromedical is dedicated to delivering high-quality healthcare and services to our patients. We view feedback, including complaints, as an essential opportunity to enhance our services and the overall patient experience. This Complaints Procedure details how patients can voice concerns or complaints about the care they receive from us and the process through which these issues will be addressed and resolved.
Purpose
The aim of this procedure is to ensure all complaints are managed transparently, promptly, and fairly, enabling us to rectify any problems and implement improvements.
Scope
This procedure applies to all services provided by Yorkshire Aeromedical. It covers complaints made by patients, their families, or their representatives concerning the care or service they have received.
How to make a complaint
1. Informal resolution
We encourage patients or their representatives to discuss any concerns directly with the involved staff member or the department manager as they occur. Many concerns can be swiftly and informally resolved at this level.
2. Formal complaint
If the issue cannot be resolved informally, or if you wish to lodge a formal complaint, please do so in writing (via letter or email) or verbally by contacting Dr Mehul Patel, the Lead Clinician.
When making a complaint, please provide as much detail as possible, including the nature of the complaint, dates, and any staff members involved.
Contact information for complaints
- Lead Clinician: Dr Mehul Patel
- Email: hello@yorkshireaeromedical.com
- Postal Address: Sunnybank Mills, 7 Red Ln, Water Ln, Farsley, Mill LS28 5UJ
Complaints process
1. Acknowledgement
Your complaint will be acknowledged within 3 working days of receipt, and you will be informed of the person handling your complaint, Dr Mehul Patel.
2. Investigation
Dr Patel will thoroughly investigate your complaint. This may involve contacting you to clarify details or to request additional information.
We aim to conclude investigations within 20 working days. If this timeline cannot be met, you will be informed about the delay and given a new timeline.
3. Response
Upon completing the investigation, Dr Patel will provide you with a detailed written response that includes the investigation's findings, any actions taken, and proposals to resolve the complaint.
4. Resolution
Our objective is to resolve complaints to the satisfaction of all involved parties. If you are dissatisfied with the response, you can request a review of the complaint by Dr Patel or, where appropriate, an independent body.
Confidentiality
All complaints will be handled with utmost confidentiality and in compliance with data protection laws. Information about your complaint will only be shared with those directly involved in its investigation and resolution.
Feedback
Feedback on this complaints procedure is welcomed as part of our commitment to continually improving our processes.
Review
This Complaints Procedure will be regularly reviewed to ensure it remains effective and in line with current regulations and best practices.
Approval
This Complaints Procedure has been approved by the management of Yorkshire Aeromedical and is effective from 1 December 2025.