Do you have a problem with your health service?
Although local health services in Somerset seek to
provide the very highest level of service at all times, we recognise
that there may be times when you feel you have reason to complain.
However, before making a complaint it may be beneficial to
contact the Patient Advice and
Liaison Service in Somerset.
The Patient Advice and Liaison Service works with patients to
help sort out any problems or concerns they may have when using
health services.
We will do this by:
- offering advice and support to patients, their families
and carers
- providing information on NHS services
- listening and responding to concerns, suggestions or
queries
- helping sort out problems quickly on your behalf.
Click here for details of
the Patient Advice and Liaison
Service in Somerset.
NHS Complaints procedure
Any complaint you make will be
considered according to the NHS Complaints Procedure. This is a
national procedure which is used for all complaints raised
in respect of treatment and services received under the NHS.
The Complaints Procedure has two stages:
Who can complain?
Anyone who is receiving, or has received, NHS
treatment or services can make a complaint. If you cannot complain
yourself then someone else can complain for you, although they would
normally require your written authorisation to act on your behalf.
Are there any time limits on when I can make a
complaint?
You should make your complaint within 6 months of
the event, or within 6 months of your realising that you have
something to complain about (so long as it is not more than 12 months
after the event itself). The NHS will not usually investigate a
complaint made outside these time limits – though the limits may be
waived if there was good reason for the delay.
What cannot be dealt with under the NHS Complaints
Procedure?
The procedure cannot deal with:
- Events requiring investigation by a professional disciplinary
body
- Events about which you are already taking, or have indicated
your intention of taking, legal action
- Complaints about private treatment
- Complaints about Social Services. Click here for details of
the Social Services complaints procedure.
Note: Due to the special arrangements for
integrated mental health services operating in Somerset, all
complaints relating to mental health services (including those
concerning Social Services issues) should initially be directed to
the Complaints Manager at the Somerset Partnership NHS and Social
Care Trust. Click here for contact
addresses.
Who should I complain to?
The first stage of the complaints procedure is
called Local Resolution and it is important, in the first
instance, that you direct your complaint to the appropriate person:
Hospital Services and Treatment – NHS Trusts
If you wish to complain about the treatment or
services provided by a NHS hospital, you should contact the complaints
manager of the relevant NHS Trust. Please check which Trust runs the
hospital you are complaining about. The complaints manager will tell
you how the NHS Trust applies the procedure to the complaints it
receives. Click here for contact
addresses.
Family Practitioner Services
If your complaint is about the service provided by
a family practitioner - a GP, dentist, pharmacist or optician - you should, wherever possible, inform someone at the practice - a doctor, nurse or practice manager, for example.
Each practice should have one person nominated to deal with
complaints. In
many cases, it should be possible to sort out the problem straight
away and it is important that the practice about which you
are complaining is given the opportunity to respond to your concerns.
The Primary Care Trust (PCT) in Somerset can facilitate an independent conciliation
service to try to resolve such complaints through discussions with
those involved. Click here for details of the
conciliation service.
Primary Care Trust (PCT) issues
If you wish to complain about an issue directly
related to the Primary Care Trust in Somerset, you should contact the complaints
manager of the PCT. The complaints manager will tell
you how the PCT applies the procedure to the complaints it
receives. Click here for the
contact address.
Requesting an Independent Review
If you remain dissatisfied with the response to your
complaint, you have the right to ask the Healthcare Commission
to review your case. This should be done within two months of
the conclusion of Local Resolution.
The Healthcare Commission is an independent body established
to promote improvements in healthcare through the assessment of
the performance of those who provide services.
You can contact the Healthcare Commission on 0845 601 3012 or
write to them at:
Healthcare Commission
FREEPOST NAT 18958
Complaints Investigation Team
Manchester
M1 9XZ
or visit their website: www.healthcarecommission.org.uk
What if I am still unhappy?
If you are still dissatisfied after the NHS
Complaints Procedure has been completed, you can ask the Health
Service Commissioner (the Ombudsman) to investigate your case, click here for
contact addresses. The Ombudsman is completely
independent both of the NHS and the Government, but he will not
normally take up complaints that have not been through the NHS
Complaints Procedure first.
I’d like some help with making my complaint
If you need help when making your complaint, you
can contact the local Independent Complaints
Advocacy Service (ICAS). ICAS
is a new service that can offer you experienced advocates and
caseworkers to help you make a complaint about a service
provided by the NHS.
It is free and available from the Citizens Advice service to
help guide you through the NHS complaints process. It is an
independent and completely confidential service, which is not
part of the NHS.
Full details of how to complain about hospital and
family practitioner services are available in a leaflet called
"Complaints – Listening, Acting, Improving". You can get a
copy by calling the information service called SIGNPOSTS. Tel: 0800
317220. Click here for details of
Signposts.
If you have any queries as to how the NHS Complaints Procedure
works or who to contact in the Somerset area, please contact the
complaints officer at your local Primary Care Trust. Click here for
contact addresses.
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