The Friends and Family Test (FFT) is available for NHS services, including hospitals, GP practices and mental health services. How to make a complaint about an NHS healthcare service. You can complain in writing, by email or by speaking to someone in the organisation. State clearly what you want to achieve from your complaint. For more information, call their helpline on 0300 061 0614 or visit the Local Government and Social Care Ombudsman website. 7 and 8 Wellington Place If you write to us as a whistleblower, well contact you to confirm weve received your information within 5 working days. Your local health complaints advocacy service Your local authority will have arranged independent health complaints advocacy where you live. The information on this page will guide you through the NHS complaints process, as well as the core requirements for NHS complaints handling. A complaint can sometimes be accepted after the time limit. More We can continue to help with queries relating to the systems, services and functions that were formerly run by NHS Digital, and which are now managed by NHS England. What is PALS (Patient Advice and Liaison Service)? - NHS Integrated care boards (ICBs) are responsible for planning and funding most local NHS services. Learn more about NHS Grampian complaints procedure. You can either complain to the NHS service provider directly (such as a GP, dentist surgery or hospital) or to the commissioner of the services, which is the body that pays for the NHS services you use. You can contact the NHS website team with questions and feedback about the website. Some people find it helpful to talk to someone who understands the complaints process first and get some guidance and support. Feedback and complaints - NHS Digital The NHS encourages feedback because it's used to improve services. Learn more about NHS Ayrshire and Arran's complaints procedure. If you do not think it's an emergency: call 111 or go to 111 online. We have detected that you are using Internet Explorer to visit this website. Please let the person handling your complaint know as soon as possible. Each health board will have a patient relations or complaints team that'll work with you, your family or carer to resolve any disputes or complaints about the quality of care you have received. Complaining to the commissioner may be the right option if you are not comfortable complaining direct to your healthcare provider, or if you feel this is not appropriate. Some features on this site will not work. You have the right to seek judicial review if your personal interests are affected by the decision or action of the board. This will be a decision taken by the complaints manager in discussion with you. Redditch You have the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the NHS Constitution on GOV.UK. Every ICB will have its own complaints procedure, which is often displayed on its website. Contact your local council if your complaint is about public health organisations, which provide services that prevent disease, promote health and prolong life. Contact us - NHS Digital Wed like to set additional cookies to understand how you use GOV.UK, remember your settings and improve government services. View our Twitter - (This will open in a new window). For example, you may have information about your employer committing a crime or putting someones safety at risk. A family member, carer, friend, or your local MP, can complain on your behalf with your permission. You can contact Monitor to raise your concerns if you think that a licensed healthcare provider may have breached or is going to breach the integrated care condition of the NHS provider licence. The Parliamentary and Health Service Ombudsman makes final decisions on unresolved complaints about the NHS in England. Weve put some small files called cookies on your device to make our site work. If you think it's a life-threatening emergency: call 999. It also ensures that action is taken so that the same problems do not happen again. If you feel you would like help to make your complaint support is available. View our YouTube channel - (This will open in a new window). NHS Digital merged with NHS England on 1 February 2023. To leave feedback or make a complaint about NHS Highland services, contact: Learn more about NHS Highland complaints procedure. Making a complaint If you're not happy with an NHS service, you can make a complaint. Complaints London, SW1P 4QP This includes GPs, dentists, opticians and pharmacies. I'm OK with analytics cookies. Further information about the service and how to access it is available on the InterpretersLive! Complete online form. There is more information about getting medical help on the NHS website. Support and Feedback | NHS Professionals So if you make a complaint to us about an NHS foundation trust we will consider whether it could signal underlying problems with how the trust is run. For urgent medical help, use the NHS 111 online service, or call 111 if you are unable to get help online. How could this website work better for you? You can give feedback by speaking to a member of staff at the NHS hospital, GP surgery, dentist, opticians or pharmacy you went to. These national surveys allow NHS health boards to: If something goes wrong with your treatment or care, health and social care organisations have a duty to you or the person acting on your behalf to: You have the right to take legal action and make a claim for compensation if you've been harmed by negligent treatment. Find out more, VoiceAbility, c/o Sayer Vincent, Invicta House, 108-114 Golden Lane, London, EC1Y0TL. But if you wish to complain about the use of the Mental Health Act on someone detained in hospital or put on a guardianship or under a community treatment order, complain to the Care Quality Commission (CQC). I'm OK with analytics cookies. General enquiries Email: contactus@selondonics.nhs.uk Telephone number: 020 8176 5330 Complaints If you want to make a complaint relating to services you have received from NHS South East London, go here. Contact your local NHS Trust, who will usually have a separate complaints address for their ambulanceservice. Please call to discuss your situation and available options. Wed like to set additional cookies to understand how you use GOV.UK, remember your settings and improve government services. RenfrewshireHSCP.Complaints@ggc.scot.nhs.uk, PatientAffairs.Hairmyres@lanarkshire.scot.nhs.uk, PatientAffairs.Monklands@lanarkshire.scot.nhs.uk, PatientAffairs.Wishaw@lanarkshire.scot.nhs.uk, PatientAffairs.Primarycare@lanarkshire.scot.nhs.uk, PatientAffairs.Corporate@lanarkshire.scot.nhs.uk. News stories, speeches, letters and notices, Reports, analysis and official statistics, Data, Freedom of Information releases and corporate reports. You should complain to the person or organisation providing the service first, such as the GP, dentist, hospital or pharmacist. If the NHS has fully investigated your complaint and youre still not happy, you can ask theScottish Public Services Ombudsmanto look at it. name, location or any personal health conditions. Next Comments and complaints Previous If you are unhappy with an NHS service, it is worthwhile discussing your concerns early on with the provider of the service, as they may be able to sort the issue out quickly. If you're unhappy with our service, it's important to let us know so we can improve. To leave feedback or make a complaint about NHS Lothian services, contact: Learn more about NHS Lothian complaints procedure. Both parties must agree to take part before this can go ahead. Phone: 0300 311 2233. If you're making, or thinking about making, a complaint, you could get help from an NHS complaints advocate. To give feedback or make a complaint you can: You can also give your feedback by sharing your experience on the Care Opinion website. Complaints procedure - Monitor - GOV.UK PALS and Complaints Department Mersey Care NHS Foundation Trust V7 Building Kings Business Park . The NHS has a time limit for accepting complaints. You can change your cookie settings at any time. . When making a complaint or raising a concern you can expect: The Patient Experience Programme supports NHS Scotland in developing ways to use patients experiences. PASS offers free and confidential information, advice and support to anyone who uses the NHS in Scotland. You have the right to be given information about how to give feedback, make comments, raise concerns, or make a complaint about the care you have received and the services you have used. You should contact your local health board if you'd like to complain about any other NHS service. If you're complaining on behalf of someone else, include their written consent with your letter (if you're making your complaint in writing) as this will speed up the process. An advocate can help you to write a complaint letter and attend meetings with you, but cannot make the complaint for you or give medical or legal advice. Most problems can be dealt with at this stage but, in some cases, you may feel more comfortable speaking to someone not directly involved in your care. You can give good or bad feedback by telling the NHS organisation or service about it. Further advice if your complaint is about a GP, pharmacy, dentist or hospital. How could this website work better for you? Contact our enquiries team to speak to a member of staff: 0300 303 5678. Find out how to make a freedom of information (FOI) request. Redditch, B97 9PT, Email: england.contactus@nhs.net You should use a modern browser such as Edge, Chrome, Firefox, or Safari. website. Email:england.contactus@nhs.net Home. What can I complain about? Your localHealthwatchcan help you find independent NHS complaints advocacy services in your area. You can contact our enquiries, complaints and whistleblowing team. You canread more about our cookies before you choose. How to provide feedback or make a complaint. This uses a service called InterpretersLive! Learn more about NHS State Hospital complaints procedure. Contact the hospital or visit their website for more details. If you can, first talk to a member of staff involved in your care. B97 9PT. Find your local social services. It's an independent service which is free for everyone to use. Donate. Blog. How do I complain on behalf of someone whos unable to givepermission? Any personal information (for example date of birth, address or NHS number) is sent via email at your own risk. For example, you can do this through the Friends and Family Test, or, you can speak to a member of staff. Find services near you and select a service. If you are deaf or hard of hearing and you have access to a minicom you can contact NHS Grampian on . NHS Feedback, complaints and your rights | NHS inform We use this information to improve our site. If your complaint is about primary care services such as GPs, dentists, opticians or pharmacy services, contact NHS England. To leave feedback or make a complaint about NHS Shetland services, contact: Tel: 01595 743064 (Textphone: 18001 01595 743064), Email: shet.feedbackandcomplaints@nhs.scot. provided by Sign Solutions. Some people may decide not to make a complaint because they are put off by the process, find it confusing or believe nothing will happen. Contact your local integrated care board (ICB) for complaints about primary care services (GPs, dentists, opticians or pharmacists) and secondary care, such as hospital care, mental health services, out-of-hours services, NHS 111 and community services like district nursing. We use some essential cookies to make this website work. Complaints - what you need to provide Provide as much information as possible to allow NHS England to investigate your complaint. Email: pet@secamb.nhs.uk. search the NHS website health A-Z for more advice about your condition. If you'd prefer not to do that, you can raise your concerns directly with your local council. Contact your local citizens advice bureau for support with complaints about the NHS, social services or local authorities. When making a complaint, you can choose to complain to either: the healthcare provider: this is the organisation where you received the NHS service, for example your hospital, GP surgery or. They'll then take forward any investigation within specific areas of healthcare or clinicians. We record and review all feedback to help us improve our services. Page last reviewed: 7 November 2022 Find outwhere to access the PASS across Scotland. Anyone can complain, including young people. By email: england.contactus@nhs.net (use ' For the attention of the complaints manager' in your subject line. Monitor Scottish Government - Opens in new browser window, Feedback display message, this and the title will be overided by Javascript. Complain about an NHS service - mygov.scot You should contact the shop manager or practice directly if you've got a complaint about the following NHS services: GP practice dental surgery pharmacy Call NHS England on 0300 311 22 33 to find out how to contact thesepeople. View our YouTube channel - (This will open in a new window). Next review due: 7 November 2025, Patient Advice and Liaison Service (PALS), find out more about NHS complaints advocacy on the VoiceAbility website, Parliamentary and Health Service Ombudsman website, Local Government and Social Care Ombudsman, report NHS fraud on the NHS Counter Fraud Authority website. This website uses cookies: Wellington House This treatment has caused physical or psychological harm, or led to the death of the patient. A family member, carer, friend or your local MP can complain on your behalf with your permission. These send information about how our site is used to a service called Google Analytics. This is aligned withScotland's Zero Tolerance Policy. Their number will be in your recovery plan. This should only be done if you feel unable to make direct contact with the service providing your care. Our opening hours are9am to 4.30pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am. The NHS Lothian Patient Experience Team is based at: WaverleyGate. How to complain to the NHS - NHS Communication with you is important and we will keep you updated throughout the process. British Sign Language (BSL) users can contact us Monday to Friday from 9.00 am to 4.30 pm using a BSL video interpreter. If you wish to comment or give feedback about this website or make a complaint about our content or any operational issues, visit the Contact the NHS page and select an option. If, in the end, the response is delayed for any reason, you should be kept informed. A complaint may be made by post, by email, by telephone, or by SMS/text, and all contact details are shown below. They explain the complaints handling procedure and when you'll get a response. You can find lots of top tips and frequently asked questions on our Help & Advice pages. If you would prefer not to send personal information by email, please send us an outline of the nature of your feedback along with your phone number and we will call you back. It enables people to post public, but anonymous, stories about the health and care services that they, or someone they know, have received. top of page. To help us improve GOV.UK, wed like to know more about your visit today. To take your complaint to the Ombudsman, visit the Parliamentary and Health Service Ombudsman website or call 0345 015 4033. Community content from Health Unlocked - This will open in a new window. If you are still not happy with the response provided, you can ask the independent Parliamentary and Health Service Ombudsman to look at your complaint. The NHS Scotland Public Facing Model Complaints Handling Procedure (pdf) You can contact us to praise staff, comment on our standards of care or let us know your views on any other aspect of NHS services in Grampian by the following: Post: NHS Grampian Feedback Service Summerfield House 2 Eday Road Aberdeen AB15 6RE. Learn more about NHS Lanarkshire complaints procedure. The organisation that receives your complaint must co-operate with the others to ensure you receive a co-ordinated response. Secondary care (with the exception of specialised services). The team are available at the following times: Monday - 9.00am until 3.30pm. Contact details are: NHS Complaints Advocacy Service Newham The Resource Centre, 200 Chargeable Lane London, E13 8DW Call 020 3828 8245 or email advocacy@healthwatchnewham.co.uk . Everyone who provides an NHS service in England must have their own complaints procedure. This organisation is independent of the NHS. Search online for 'NHS complaints advocacy' in your area. Complaints - Public Health Wales Telephone: 0131 536 3370 (9am - 2pm) Email: feedback@nhslothian.scot.nhs.uk. You'll get a formal response from the director who investigates your case. Email: PatientAffairs.Primarycare@lanarkshire.scot.nhs.uk, Email: PatientAffairs.Corporate@lanarkshire.scot.nhs.uk. Learn more about NHS24 complaints procedure. Next review due: 8 June 2026, Contact your local integrated care board (ICB), Find contact details for GPs, hospitals and other services, community services, such as district nursing, specialised services that support people with a range of rare and complex conditions. We'll send you a response to your complaint telling you what we will do to resolve it. However, if you feel the time limit should not apply to your complaint, please speak to the person dealing with it. You can find out if we provide NHS Complaints Advocacy in your area by clicking on the link below. Media enquiries Email: media@selondonics.nhs.uk FOI Requests How to make a Freedom of Information request to NHS England, Freedom of Information publication scheme. You can change your cookie settings at any time. Open 24 hours a day, 7 days a week. 9 Keep a note of anyone involved in your complaint. Most hospitals have a Patient Advice and Liaison Service (PALS), who provide confidential advice, support and information to patients, their families and carers. View our Facebook page - (This will open in a new window). You can give good or bad feedback by telling the NHS organisation or service about it. Primary care. NHS complaints guidance - GOV.UK Most problems can be dealt with at this stage, but in some cases you may feel more comfortable speaking to someone not directly involved in your care. General Post (including complaints, but not legal proceedings): NHS England, PO Box 16738, Redditch, B97 9PT. Make a complaint to your local health or special board You cannot complain to an NHS board about private health care or anything you're taking legal action about. How do I feedback or make a complaint about an NHS service? NHS England is responsible for planning and funding some NHS services. Further information about the service and how to access it is available on theInterpretersLive! Feedback and Complaints - NHS Grampian Find contact details for our clinics. We'll try to resolve your complaint at the earliest stage possible. The main services we commission are: NHS England also works closely with UK Health Security Agency and the Department of Health and Social Care to provide and commission a range of public health services. Most complaints are resolved at this stage. The complaint will be investigated and you will receive a written response. Concerns and Complaints - NHS South East Coast Ambulance Service For public health services complaints, contact the Local Government Ombudsman. If you wish to share your views and experiences, positive or negative, simply speak to a member of staff. Make a complaint Giving feedback Feedback helps us improve the quality of your care. About. They will contact all the other organisations involved and work together on aresponse. View our Facebook page - (This will open in a new window). There are 2 ways to tell the NHS what you think: Feedback helps us improve the quality of your care. Complain to Monitor about NHS services, or procurement, patient choice and competition in the NHS, blow the whistle, or complain about Monitor. What if Im not happy about the way the NHS has handled my complaint? This helps to inform service design and planning across the health service and drives improvement. We have a two-stage process for dealing with complaints. Within 10 working days, we will let you know how we plan to use that information as part of our work as a regulator. SE1 8UG. Many service providers have feedback forms available on their premises or websites. This publication is available at https://www.gov.uk/government/publications/the-nhs-constitution-for-england/how-do-i-give-feedback-or-make-a-complaint-about-an-nhs-service. The complaints procedure is the same for all areas within a hospital. If you've reached the end of the complaints process and are not happy with the organisation's final decision, you have the right to bring your complaint to the Parliamentary and Health Service Ombudsman to look at. Who can complain to the NHS? The Patient Advice and Liaison Service (PALS) is a free, confidential and independent service that you'll find in most hospitals. The NHS Counter Fraud Authority has national responsibility for tackling: To stop NHS fraud, call 0800 028 4060 or report NHS fraud on the NHS Counter Fraud Authority website. If you are making a complaint please state: For the attention of the complaints team in the subject line.

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