There are two stages to the complaints procedure. ‘Local Resolution’ is the first stage, and ‘Independent Review’ is the second stage. You can use the NHS Complaints Procedure to complain about anything to do with services that an NHS hospital, community health service or primary care practitioner (for example, GPs, dentists, opticians and pharmacists) has provided.
Who can complain?
You can complain if you are a patient or if you have been affected, or are likely to be affected, by something an NHS organisation or primary care practitioner has done or not done. You can also complain on behalf of someone else if you have his or her permission in writing.
What is the time limit for making a complaint?
You should normally complain within twelve months of the events happening, or within twelve months of becoming aware that you have something to complain about. Primary care practitioners and complaints managers in NHS organisations can extend this time limit if there are good reasons why you could not complain earlier.
Will my complaint be kept confidential?
If you are complaining about a treatment, the person investigating your complaint will need to get the relevant information from your records. If you don’t want them to do this, you should let the complaints manager know.
Local Resolution
Local Resolution aims to sort out your complaint quickly, and as close as possible to the person, service or organisation you are complaining about, in the most appropriate way.
You should complain to the NHS organisation or primary care practitioner providing the service. You can do this immediately by speaking to:
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a member of staff, e.g. doctor, nurse, matron
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someone else, such as PALS
They may be able to sort out your concern informally.
However, if you want to make a formal complaint, you can do this by writing to the Chief Executive or if you prefer you can email: complaints@wmuh.nhs.uk. Alternatively you can ask an independent complaints advocacy service can do this, see below.
When we receive your complaint we will firstly decide on the priority it needs to be given. We aim to respond to all enquiries within 25 working days. However, if the issue is complex, we will come back to you within 45 working days and within 60 working days if it is considered particularly complicated. These timescales enable us to provide you with as thorough a response as possible.
Where appropriate we will offer you an early face-to-face meeting with the relevant staff to discuss your concerns. We have found this to be very helpful in resolving issues early on.
When the complaints teams telephone you on receipt of your complaint they will:
• Explain what priority your complaint has been categorised as
• Tell you when you are likely to receive a reply
• Discuss the option of arranging a local meeting
To download our complaints leaflet, click on the link below:
What if I am not happy with Local Resolution?
If you are not happy with the response to your complaint you can ask the Health Service Ombudsman to investigate your complaint by writing to:
The Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4OP
Tel: 0845 015 4033
Fax: 020 7217 4940
Text phone: 020 8217 4066
It is also open to you to raise concerns with Care Quality Commission (CQC) although they cannot investigate indivdual cases.
You can contact the CQC by phone on 03000 616161
Or by post to:
Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Where can I get more advice and help?
The Independent Complaints Advocacy Service (ICAS) can help people make a complaint or express a concern about NHS services.
Staff at ICAS can support you if you want to make a complaint, and give you advice about using the complaints system. They can also write letters on your behalf, and go with you to meetings.
In London, POhWER provides this service. There is one phone number for the service: 0300 456 2370 or visit www.pohwer.net
If you need this information in another language, in Braille or on audiotape, please contact:
Complaints Manager
West Middlesex University Hospital
Twickenham Road
Isleworth
Middlesex
TW7 6AF
Tel: 020 8321 5630.
Complaints policy
Click here to view our policy for managing complaints.
