We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days.
You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue.
If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. secondary care services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this.
Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the
Complaining on Behalf of Someone Else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they wish us to liaise with you about it.
Please ask at reception for a Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond directly with the patient, or may be able to deal directly with the third party. This will depend on the wording of the authority provided.
If you are Dissatisfied with the Outcome
You have the right to approach the
NHS England
PO Box 16738
Redditch
B97 9PT
Tel: 0300 311 2233
Email: England.contactus@nhs.net
You can also contact the Health Service Ombudsman on 0345 015 4033 or by post to Millbank Tower, Millbank, London SW1P or the Ombudsman website