Making a Complaint
Patient Satisfaction Survey 2008/2009
Who can complain?
Complaints can be made by: an existing or former patient, someone else with the consent of the patient (the patient's consent must be in writing), or someone such as a close relative or friend if the patient cannot complain or consent i.e. if they have died or are very ill.
NOTE: If you are taking legal action then your complaint can not be investigated through the NHS Complaints procedure.
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Should I complain?
You have a right to complain about any aspect of NHS treatment or care which you have received. Every NHS organisation has a complaints procedure. Complaining should be a constructive way of letting those in the Health Service know things are not what they should be. Your views are important. No one who complains will be victimised in any way or refused services they would otherwise receive. All issues raised will be treated in the strictest confidence and will not affect your current or future care and all points of view will be listened to and investigated without prejudice.
NOTE: The NHS Complaints Procedure does not apply to any treatment you have received privately.
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When should I complain?
There is a 12 month time limit. It is therefore important for you to complain as soon as possible, or within 12 months of you realising you have a complaint. There is, however, some flexibility, so if your complaint is outside the time limits; it may still be investigated by the relevant NHS service, if there is a good reason why you did not complain earlier.
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How can I make a complaint?
There are 3 ways of beginning a complaint:
PCT Commissioning and Provider Services
Anglesey Court
Towers Plaza
Wheelhouse Road
Rugeley
WS15 1UL
Tel: 01889 571826/571817
If your complaints is about a GP, dentist, optometrist or pharmacy you should contact the Practice Manager in the first instance, to give the practice the opportunity to resolve your concerns in-house. However, you may not feel happy or comfortable approaching the practice direct, in which case the PCT will be happy to act as an intermediary and approach the practice on your behalf.
- Or, you can put the complaint in writing to the Chief Executive.
Stuart Poynor
Chief Executive
South Staffordshire PCT
Anglesey Court
Towers Plaza
Wheelhouse Road
Rugeley
WS15 1UL
Choose the option which you feel is right for you. This first stage of the NHS Complaints Procedure is known as "Local Resolution."
NOTE: You can complain in whatever way is the most suitable and convenient to you. If you have special needs i.e. you need an interpreter of any kind, try to make this clear in the original complaint. If you need a response in a particular way i.e. Braille, this should also be made clear in the original complaint.
If you need independent support you can contact the Independent Complaints Advocacy Service (ICAS) on 0845 6008616. This is a service, which offers some assistance with guiding you through the NHS Complaints process. This is an independent, free and confidential service, delivered by POhWER, and is not part of the National Health Service. POhWER is a specialist advocacy agency, formed 10 years ago, with immense experience and can be contacted at:
Shropshire & Staffordshire ICAS Prison ICAS
Unit 25 & 32, Stafford Business Village Freepost RRLL-SYXJ-ZZYZ
Dyson Way ICAS
Staffordshire Technology Park PO Box 14043
Stafford Birmingham
Staffordshire B6 9BL
ST18 0TW Tel: 0845 456 4214
Tel: 0845 337 3054 pohwericas@pohwericas.net
Minicom: 0845 337 3067
Fax: 0845 337 3055
pohwericas@pohwericas.net
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When will I get a reply?
If your complaint is not resolved on the spot, it should be formally acknowledged, verbally, electronically or in writing, by the Complaints Team within 3 working days of receipt. A full reply should be sent to you within the agreed response period by:
- the Chief Executive if your complaint is about an NHS Trust
- the relevant Manager if your complaint is about family health services such as General Practitioner (GP or family doctor), dental, pharmacy or optometry services
If your complaint is being investigated directly by the GP, Dental, pharmacy or optometry practice or if the PCT is acting as an intermediary and has approached the practice on your behalf, you can expect to receive a response within 10 working days.
If a full response to your complaint can not be made within the agreed response period, then you will be contacted and advised of the reason for the delay.
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Conciliation Meeting
If you are not happy with the formal response to your complaint the PCT does offer a conciliation or mediation service which aims to address difficulties and smooth out any hostilities and disagreements. You can take up our offer of conciliation or mediation meeting as indicated in our concluding letter.
- Mediation - If your complaint is about a service directly provided by the PCT you may feel that a meeting with the person you are complaining about would be helpful, or, you might prefer to meet with a representative of the Trust. It can often be useful to meet face-to-face and, if you would like to do this, you should contact the Complaints Manager. You can take a friend or relative along for support.
- Conciliation - If your complaint is about a GP, dentist or pharmacist, the Primary Care Trust (PCT) can act as an "honest broker" and arrange a joint meeting, which could be chaired by a lay conciliator.
Click here for a copy of the PCT’s leaflet Conciliation – How it can be used to settle a concern or complaint
Taking part in a conciliation meeting does not mean that you cannot make a request for Independent Review (the next stage of the Complaints Procedure).
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What if I'm not happy with the outcome?
You may refer your complaint to the Parliamentary and Health Service Ombudsman, which is the next stage of the Complaints Procedure.
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What happens if my request for Independent Review is refused?
If you need further help or advice with making a complaint the Parliamentary and Health Service Ombudsman can be contacted at Helpline: 0345 015 4033. Fax: 0300 061 400. Email: phso.enquiries@ombudsman.org.uk. Website: www.ombudsman.org.uk.
The helpline is open from 8.30 a.m. to 5.30 p.m. Monday to Friday excluding Bank Holidays.
You can also write to:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
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Writing a Letter - Helpful Hints and Guidelines
Content of the letter
Before sending in your letter of complaint it is really important to check that you have written down all the issues you want to complain about.
Anything not raised in your first complaint letter cannot be dealt with during that complaint. You would then need to make a separate complaint for any other issues.
- Use names and titles of staff, if you know them but don't worry if you don't know
- clearly say what it is you are complaining about and what it is you hope to achieve
- if you are describing a series of events, try to write them in the order they happened, with dates and times, if possible
- describe events and conversations as clearly as you can
- try not to say anything which is not directly about the complaints
- try not to repeat yourself
- put your concerns politely but firmly
Other things to remember
- if possible keep copies of all letters sent and received in date order
- if you would like other people to be sent copies of the response to your letter (e.g. your local ICAS) you should include a sentence near the end of the letter asking for this to be done and including the postal address of anyone you want to have copies
- if you are also sending copies of your letter to other people, you should show this by including the names of those people after your signature
What patient details will I need to put in my letter?
- Patient's Name
- Address
- Date of Birth
- Hospital number (if relevant)
- Your relationship to the patient
- If you are not the patient, please enclose the patient's written consent or explain why this is not appropriate
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Sample complaint letter
Your name
Your full address
Your postcode
Stuart Poynor
Chief Executive
South Staffordshire PCT
Anglesey Court
Towers Plaza
Wheelhouse Road
Rugeley
WS15 1UL
Date:
Dear Mr Poynor
I am writing to complain about the treatment and care I received from (name(s) of staff, if known) while at (place where incident happened) on (date of incident).
- If you are not the patient, please enclose the patient's written consent or explain why this is not appropriate. Please give
- Patient's Name
- Address
- Date of Birth
- Hospital number (if relevant)
- Your relationship to the patient
- Give a brief description of what happened.
- Give details of why you are not satisfied. If you wish to complain about a number of matters, try and list the most important ones first. Try to be clear and brief
- Try to include specific numbered questions you would like answered. List these in order of importance for each issue
- you should also try to say what you would like to happen as a result of your complaint.( For example people are often looking for an explanation about why or how something happened and to know it is not likely to happen again)
- If you would like a copy of the reply to be sent to someone (e.g. your local ICAS) as well as yourself. Say so at the end of your letter. Remember to include that persons name and address
I look forward to receiving your reply shortly
Yours sincerely
(Please print your name underneath your signature)
Include details of anything you are sending with your letter (some people send copies of appointment letters, photographs, etc)
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