It is important to understand that most medical and social care and treatment goes well, but things do occasionally go wrong and you or a carer may want to complain. The NHS is like any other business in that without people telling them when and how things go wrong there is no way of improving their service.
So where do you start? Every NHS organisations has a complaints procedure.
You may want to make positive comments on the care and services that you've received. These comments are just as important because they tell our local providers what factors are contributing to a good experience for patients and carers.
WHAT ARE YOUR RIGHTS?
If you are unhappy with the level of care or treatment received, or your doctor or nurse has refused to treat you for a condition, you have the right to complain, to have our complaint investigated and given a full and prompt reply.
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Have all complaints dealt with efficiently and properly investigated
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Know the outcome of any investigation into your complaint
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Take your complaint to the independent Parliamentary and Health Service Ombudsman. If you are not satisfied with the way your local NHS provider has dealt with our complaint
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Make a claim for judicial review if you think you've been directly affected by an unlawful act or decision of an NHS body
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Receive compensation if you've been harmed.
Whom do you complain to?
WHEN IS IT TIME TO COMPLAIN?
As soon as possible. Complaints should normally be made within 12 months of the date of the event that we 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.
WHERE TO START?
Since April 2009, the NHS has run a simple complaints process, which has two stages.
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Ask our hospital or trust for a copy of its complaints procedure, which will explain how to proceed. The first step will normally be to raise the matter (in writing or by speaking to them directly) with the practitioner, e.g. the nurse or doctor concerned, or with their organisations, which will have a complaints manager. This is called local resolution, and most cases are resolved at this stage. Bury LINk can help you if you need assistants.
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To make contact with the Ombudsman call 0345 015 4033
WHO CAN HELP?
Making a complaint can be daunting, but help is available.
Bury LINk can help as long as you are a resident of Bury, the LINk can help with advice and help you write letters etc and even attend meeting with you. You can contact us Monday to Friday between 9am and 4pm excluding bank holidays on 0161 253 6300 or > email
Adult Care Connect and Direct,
Manchester Road,
Bury,
BL9 0DG
0161 253 5151
Patient Advice and Liaison Service
Officers from the Patient Advice and Liaison Service (>> PALS) are available in
They offer confidential advice, support and information on health-related matters to patients, their families and their Carers. You can find your local >> PALS office by clicking this link >> Office Directory at PALS Online.
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 by calling the following number:
Citizens Advice Bureau
Your local Citizens Advice Bureau can be a great 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 here.
NHS Direct
NHS Direct can advise on NHS complaints. Call 0845 4647.
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