Who can complain?
Anyone who is receiving, or has received, NHS treatment or services can complain. If you are unable to complain yourself, then someone can act on your behalf with your written consent:
- A person acting on behalf of a child, normally the parent or legal guardian
- A person acting on behalf of a patient who has died, normally next of kin
- Someone who has suffered hardship or injustice as a result of actions of the NHS
Which matters cannot be dealt with by the NHS complaints procedure?
There are some things that cannot be dealt with under the NHS complaints system:
- Complaints about private medical or dental treatment
- Complaints about incidents requiring investigation by the police or a professional disciplinary body such as the General Medical Council
- Complaints that have already been dealt with under the NHS complaints procedure
- Complaints about an alleged failure to provide information under the Freedom of Information Act 2000
If you are unsure if your complaint can be dealt with under the NHS complaints procedures, please contact PALS on 0800 073 1106 and a member of the team will be able to advise you.
Complaints about community services
If you have a complaint about other services provided in the community, for example, district nursing, health visiting or chiropody, you should raise your concerns with the manager of the service who may be able to resolve your complaint informally.
If you are unable to resolve your complaint directly with the service provider contact:
Complaints Manager,
Wilkinson Place,
Wavertree Technology Park,
Liverpool.
If your complaint can not be resolved at the practice, clinic or shop, please contact PALS on 0800 073 1106
What can I expect?
You will receive either a verbal or written acknowledgement to your complaint. Your complaint about the PCT will be fully investigated. You should be aware that the investigation into your complaint may involve accessing personal information from your medical records. However, this will always be done in accordance with the Trust’s
policy in relation to the handling of confidential information.
You may be invited to attend a meeting to discuss your concerns. We aim to respond to your complaint as quickly as possible, and will agree a timescale with you. You will be kept informed of any delays in investigating your concerns. Where appropriate, steps will be taken to improve the quality of services.
What if I am still not satisfied?
We would welcome the opportunity to try to resolve your complaint to your satisfaction through further local resolution. Contact the Customer Services Department on 0151 296 7438 for assistance. We may arrange for an independent lay person called a conciliator to help resolve your complaint.
Alternatively, you can refer your complaint to the Parliamentary and Health Service Ombudsman. The helpline number for the Ombudsman is 0845 015 4033. There is no charge for the Ombudsman’s service. A separate leaflet, which is available on request from the Ombudsman’s office, explains what the Ombudsman can investigate, what cannot be investigated and how to put your complaint to the Ombudsman.
The Health Service Ombudsman’s contact details are:
The Health Service Ombudsman for England
Millbank Tower
Millbank
London
SW1 4QP
Tel: 0845 015 4033
Fax: 020 7217 4940
Text telephone: 020 7217 4066
Independent Help and Advice
The Independent Complaints Advocacy Service (ICAS) is a free independent and impartial service, which was established to help guide people through the NHS complaints process. Contact the regional ICAS on 0300 456 8350.
