Complaints procedure

We all understand that all patients have a right to have their complaint acknowledged and investigated properly. This organisation takes complaints seriously and ensures that they are investigated in an unbiased, transparent, non-judgemental and timely manner. 

The organisation will maintain communication with the complainant (or their representative) throughout, ensuring they know their complaint is being taken seriously. 

A concern is something that a service user is worried or nervous about and this can be resolved at the time the concern is raised whereas a complaint is a statement about something that is wrong or that the service user is dissatisfied with which requires a response. 

Should a service user be concerned and raise this as such, if they believe that it has not been dealt with satisfactorily, then they may make a complaint about that concern 

The complainant, or their representative, can complain about any aspect of care or treatment they have received at this organisation to either:

 Stage 1

 ·       The organisation, or,

·       Directly to the ICB or NHS England

Stage 2

 Should the complainant be dissatisfied with the response from either the ICB or the organisation then the next steps are to:

 ·       Escalate the complaint to the PHSO. This process is as detailed within the Local Authority Social Services and National Health Service Complaints (England) Regulations (2009) with outlining information being found within the complaints leaflet

 Specific details of how to complain to the ICB can be found within their webpage.

Timescale for making a complaint

The time constraint for bringing a complaint is 12 months from the occurrence giving rise to the complaint or 12 months from the time that the complainant becomes aware of the matter about which they wish to complain. If, however, there are good reasons for a complaint not being made within the timescale detailed above, consideration may be afforded to investigating the complaint if it is still feasible to investigate the complaint effectively and fairly.

Should any doubt arise, further guidance can be sought from the ICB.