NHS complaints procedure

From WikiMentalHealth

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 Act 2008, the Care Quality Commission, intended to be created in October 2008 and operational from April 2009, will be an amalgamation of the following organisations: