How to complain about health and social care services

LINk Merton is unable to take up individual complaints about health and social care services, except where these would help us identify how those serivices can be improved.

 

We have therfore produced this guide to help you to take forward any complaints about local health and social care services.

 

Do I need to complain?

Before deciding to make a complaint you should try and talk to the organisation concerned as it is often possible to sort out a problem straightaway. This means your concerns could be resolved quickly and informally without the need to go through a formal complaints process. If you have tried this approach and still feel unhappy about the matter you are entitled to make a formal complaint.

Who can complain?

Anyone can make a complaint about health and social care services. If you wish to complain on behalf of someone else you may need to have their written permission.

How do I complain?

Contact the provider of the service (eg Hospital, NHS Dentist, GPs, NHS Optometrists, Community Pharmacists, Social Services) you are not happy with directly and ask them how you can make a complaint. They will normally either have a complaints procedure and/or designated staff whose job it is to deal with complaints.

A typical complaints procedure normally goes through the following stages:

  • Making the complaint You might be able to do this by phone, in person, letter, email, website, complaints form
  • Responding to complaint The organisation you are making the complaint to should acknowledge receipt of it and outline steps they will take to resolve it usually within set time frames
  • Dealing with complaint Your complaint might be seen by people at different levels of an organisation (e.g. Manager, Director, Chief Executive) if you are unhappy with the outcome you are getting at each stage of the complaints procedure. If you are still unhappy after the final stage you can take it the Ombudsman.

Contact details of health and social care agencies

What help can I get to make a complaint?

There are many places you can get help and advice to make a complaint including having someone act on your behalf. Key providers of the services are listed as follows:

  • PALS Every NHS trust has a patient advice and liaison service (PALS) which provides confidential advice and support to help you sort out any concerns you may have about any aspect of NHS
  • Independent Complaints Advocacy Service (ICAS) A service that helps people to pursue formal complaints about their NHS care or treatment. If you need help in making a formal complaint ICAS will be able to advise and support you. Telephone:0845 337 3061 Minicom: 0845 337 3067 Email: pohwerocas@pohwericas.net Website: www.pohwer.net
  • Advocacy Partners A service that enables people with learning disabilities, older people and people with mental health needs or physical impairments to have rights that are respected, voices that are heard and real control over life decisions. Telephone: 020 8330 6644 Email: info@advocacypartners.org Webpage: http://www.advocacypartners.org/
  • Merton Citizens Advice Bureau (CAB) Telephone: 020 8715 0707 Email: advice@mertoncab.org.uk Website: www.merton.org.uk
  • Parliamentary and Health Service Ombudsman This service carries out independent investigations into complaints about unfair or poor service by UK government departments, and their department and the NHS in England. Telephone: 0345 0154033 Email: phso.enquiries@ombudsman.org.uk Website: http://www.ombudsman.org.uk/
  • Local Government Ombudsman This service can be used if you are unhappy with the outcome of how your complaint has been dealt with by the local council after going through all the stages of their complaints procedure. Telephone: 0300 061 0614 Email: advice@lgo.org.u Website: http://www.lgo.org.uk/

Did you find this information useful? Do you have any comments? Email info@linkmerton.net to let us know your thoughts.
 

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