Complaints procedure
The complaints procedure
There are three stages to the NHS complaints procedure:
1. Local Resolution
The first step is always to make the complaint directly to the organisation concerned, for example the Trust Complaints Manager. The organisation must acknowledge receipt of complaint letters, and must provide a full response within 25 working days.
2. Independent Review
If you are unhappy with the response to your complaint you can ask the Healthcare Commission for an Independent Review of your case. The Healthcare Commission can make contact at Freepost NAT 18958, Complaints Investigation Team, Manchester M1 9XD.
3. Health Service Ombudsman
If you remain unhappy after the first two stages then you can complain to the Health Service Ombudsman. The Ombudsman is independent of the NHS and of the government. You would write to Millbank Tower, Millbank, London, SW1P 4QP.
Other organisations
Mental Health Act Commission
If you are a detained patient then the Mental Health Act Commission have a discretionary power under the Mental Health Act 1983 to consider the investigation of the complaint. Their policy is that a complaint should be investigated initially through the first two stages of the NHS Complaints Procedure (see above) prior to making a decision to use its own powers of investigation.
PALS
Every Trust has a Patient Advice and Liaison Service (PALS). PALS are not part of the complaints procedure itself, but might be able to help resolve the concerns informally or explain the complaints procedure to you in more detail.
Update: Care Quality Commission
Under the Health and Social Care Bill 2007-08 (when enacted), the Care Quality Commission, intended to be created in October 2008 and operational from April 2009, will be an amalgamation of the following organisations:
- Healthcare Commission
- Commission for Social Care Inspection (CSCI)
- Mental Health Act Commission (MHAC)
External links
NHS complaints procedure (DH website)
Patient Advice and Liaison Services (DH website)
Mental Health Act Commission website
Health and Social Care Bill 2007-08 (Progress of Bill on Parliament website)