What are my rights ?
If you are not happy with the care or treatment you have received from our Practice, you have the right to complain, have your complaint investigated, and be given a full and prompt reply.
The NHS Constitution explains your rights when it comes to making a complaint. You have the right to:
- have your complaint dealt with efficiently, and properly investigated,
- know the outcome of any investigation into your complaint,
- take your complaint to the independent Parliamentary and Health Service Ombudsman if you are not satisfied with the way the NHS has dealt with your complaint,
- make a claim for judicial review if you think you have been directly affected by an unlawful act or decision of an NHS body, and
- Receive compensation if you have been harmed.
When should I complain?
As soon as possible.
Complaints should normally be made within 12 months of the date of the event that you are complaining about, or as soon as the matter first came to your attention.
The time limit can sometimes be extended (so long as it is still possible to investigate the complaint). An extension might be possible, such as in situations where it would have been difficult for you to complain earlier, for example, when you were grieving or undergoing trauma.
If you are complaining on behalf of someone else, we will need their written consent that we can discuss their care with you.
Where do I start?
Since April 2009, the NHS has run a simple complaints process, which has two stages.
- Your first step is normally to raise the matter (in writing or by speaking) with the practitioner, e.g. the Nurse or Doctor concerned, or with a member of the Practice Management team. This is called local resolution, and most cases are resolved at this stage.
2. If you feel you cannot approach the Practice, for whatever reason, you can complain to NHS England that commissioned the service.
3. If you are still unhappy with either response, you can refer the matter to the Parliamentary and Health Service Ombudsman, who is independent of the NHS and government.
Call 0345 015 4033 or by visiting www.ombudsman.org.uk
What happens next?
- When a complaint is made directly to the practice the practice will deal with the complaint as swiftly and effectively as possible.
- The practice will acknowledge receipt of any complaints requiring a response either in writing or by telephone, usually within 3 days of receiving it.
- The complaint will be investigated.
- At the end of the investigation, we will write to the patient with the findings of our investigation and give them an opportunity to meet with a member of the team to discuss the complaint further in order to ensure that the complainant is satisfied with the outcome. This can take up to 28 days and you will be advised of a time scale as we conduct the investigation. If it is likely to take longer we will inform you of the progress.
Who can help?
Making a complaint can be daunting, but help is available.
NHS England
NHS England
PO Box 16738, Redditch, B97 9PT
By email to: england.contactus@nhs.net
0300 311 22 33
Patient Advice and Liaison Service
Officers from the Patient Advice and Liaison Service (PALS) are available in all hospitals. What is PALS (Patient Advice and Liaison Service)? - NHS. They offer confidential advice, support and information on health-related matters to patients, their families and their carers. The contact number for this service is 0800 052 5790 or email pals.lypft@nhs.net
Independent Complaints Advocacy Service
The Independent Complaints Advocacy Service (ICAS) is a national service that supports people who wish to make a complaint about their NHS care or treatment. Contact your local ICAS office through PALS.
Citizens Advice Bureau
Your local Citizens Advice Bureau is also a source of advice and support if you want to complain about the NHS, social services or local authorities. You can find your local Citizens Advice Bureau on its website.
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