Contact Us: Comments and Complaints

Comments and Complaints

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Gloucestershire PCT Complaints Policy

• View the Gloucestershire PCT Complaints Policy
  October 2006

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How do I comment about my NHS treatment?

NHS staff aim to give the best possible care to patients. But sometimes things do go wrong and the NHS Complaints Procedure was set up to use if you want to complain about the services or treatment you get from the NHS.

You may, however, want to feedback positive comments on the care and services you have received. These comments are just as important as they tell NHS organisations what factors are contributing to a good experience for patients.

In either case, a useful starting point is your Patient Advice and Liaison Service (PALS) at the NHS Trust or Primary Care Trust (PCT) where you received your NHS treatment. Your PALS officer will often be able to sort out the problem quickly and efficiently for you - but if they can't, they will give you useful advice about the NHS complaints procedure and the other avenues open to you to.

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NHS Complaints Procedure

Any complaint you make will be considered according to the National NHS Complaints Procedure, which is used for all complaints made relating to treatment and services received under the NHS.

If you need independent help or advice regarding a complaint about an NHS service, you may find it helpful to contact your local Independent Complaints Advocacy Services known as ICAS.

Your local ICAS is a free service offered via local Citizen Advice Bureaus (CAB). They will:

• Offer independent help and support at all stages of a complaint
  
  
• Remain impartial and non-judgmental
  
  
• Assist you without judging the validity of a complaint
  
  
• Provide an integrated service to anyone receiving care provided or commissioned by the NHS
  
  
• Offer a complete confidential service
  
  
• Work with other agencies such as PALS to ensure clients receive a complete service

The Complaints Procedure has 2 stages:

• Local Resolution
  
  "As part of Local Resolution, Gloucestershire PCT can facilitate an Independent Concilliation Service to try to resolve complaints through discussions with those involved"
  
  
• Independent Review Panel
  

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Who can complain?

A complaint can be made by a patient or person affected or likely to be affected by the actions or decisions of a NHS organisation or primary care practitioner. A complaint can also be made by someone acting on behalf of the patient or person, with their consent.

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What is the time limit for making a complaint?

You should normally complain within 6 months of the event(s) concerned or within 6 months of becoming aware that you have something to complain about. Primary care practitioners and complaints managers in NHS organisations have discretion to waive this time limit if there are good reasons why you could not complain earlier.

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To whom should I complain ?

The first stage is known as Local Resolution and it is important in the first instance that you direct your complaint/concern to the appropriate person:

Hospital Services and Treatment

If you wish to complain about the treatment or services provided by a NHS District General Hospital (e.g. Gloucestershire Royal Hospital or Cheltenham General Hospital) you should contact the Complaints Manager at the Gloucestershire Hospitals NHS Foundation Trust:

If you wish to complain about the treatment or services provided by a local community hospital, you should contact Gloucestershire Primary Care Trust:

Primary Care Trust (PCT) Issues

If you wish to complain about an issue directly related to the Gloucestershire Primary Care Trust, you should contact the PCT directly:

Family Practitioner Services

If your complaint is about the services provided by a family practitioner - GP, Dentist, Pharmacist, Optician, you should wherever possible inform someone at the practice - doctor, nurse, practice manager. Each practice has a nominated person to deal with complaints. In many cases it should be possible to sort out the problem immediately and it is important that the practice is given the opportunity to respond to your concerns. Gloucestershire Primary Care Trust can facilitate an Independent Conciliation Service to try to resolve such complaints through discussions with those involved.

Community Services

If you wish to complain about Community Services such as Health Visiting, District Nursing, Podiatry, Occupational Therapy and Adult Speech and Language Tharapy, you should contact the PCT directly:

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What if I'm still unhappy after local resolution?

If you do want to continue with your complaint you can do this orally or in writing (including e-mail) to the primary care practitioner or the NHS organisation concerned. If you make your complaint orally, a written record should be made by the complaints manager.

You should receive a response from a primary care practitioner within 10 working days or from the chief executive of the NHS organisation concerned within 20 working days. You should be kept informed of progress if this is not going to happen.

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Independent Review

If you are unhappy with the response to your complaint, including a complaint about an NHS Foundation Trust, you can ask the Healthcare Commission for an "Independent Review" of your case. The Healthcare Commission is an independent body established to promote improvements in healthcare. You can contact the Commission at:

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The Health Service Ombudsman

If you remain unhappy after local resolution and independent review then you can complain to the Health Service Ombudsman. The Ombudsman is completely independent of the NHS and Government. You can contact the Ombudsman at:

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Where can I get further advice and help?

 

• The PALS or complaints manager at the NHS organisation you are complaining about can provide advice, including about local independent complaints advocacy services. Your local Primary Care Trust can also advise if you have a complaint about a primary care practitioner (Doctor, Dentist, Optician, Pharmacist)
  
  
  
• The Independent Complaints Advocacy Service (ICAS) provides advice and support to people who want to complain about the NHS
  
  
  
• Call NHS Direct on 0845 4647 or your local Citizens Advice Bureau
  
  
• The Department of Health's website also has information on the NHS complaints procedure

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information last updated: March 2007

Page updated: 17/11/2008