1 st make a complaint to the provider. They will have a complaints procedure. You have 1 year to this unless there is a good reason to take longer They.

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Presentation transcript:

1 st make a complaint to the provider. They will have a complaints procedure. You have 1 year to this unless there is a good reason to take longer They should get back to you in 3 working days. If you are not happy with the result of your 1 st complaint then you can complain to the organisation that commissioned the service. This will be the Clinical Commissioning Group or NHS England. They will have different complaints procedures available on their websites. At every stage the NHS has to explain to you what they are doing and the outcome of your complaint. Keep all this information. You may need it later. If you are still not happy then you can complain to the Parliamentary and health Service Ombudsmen. They will investigate how your complaint was dealt with and decide if the NHS acted wrongly. If you are still not happy you can undertake Judicial Review, which is a legal review of the legality of NHS’s actions. Always seek qualified advice. What to do when something goes wrong

The Process Stage 4 Legal Action If the complaints process is unsuccessful then you could undertake legal action, including Judicial Review to challenge the legality of the NHS actions. This is a big undertaking and you need legal advice. Stage 3 Complain to the PSHO They will review the way your complaint was handled using the information you provide, and can instruct the NHS to apologise or change its policies. Stage 2 Complain to the commissioner of the service This will be a CCG or NHS England. They will have their complaints information on their website Stage 1 Complain to the provider: they will have a complaints manager or complaints policy They must acknowledge and keep you informed of the process of your complaint

Local Healthwatch :independent bodies commissioned by Local Authorities to represent patients and the public’s voice in the local health and care system Clinical Commissioning Groups patient liaison teams: these provide information and engagement regarding complaints about CCG services. Patient Advisory Liaisons Service: for complaints about care delivered by a hospital, PALS provide help with making a complaint. Independent Complaints Advocacy Service: Local Authorities have a duty to commission this, it will provide support for people making a complaint against the NHS. It maybe provided by Healthwatch in some areas. Parliamentary and Health Service Ombudsman: PHSO is the body responsible for investigating cases where patients have been treated badly or received a poor service by the NHS. The PSHO will only deal with complaints that have already through the NHS Complaints process Care Quality Commission: They do not investigate individual cases but you can report your experience to them. If you want to undertake a Judicial Review or direct legal action then the Public Law Project can provide information and advice Who Can Help You