Making a Complaint about the NHS
The NHS is also known as the National Health Service and provides residents of the United Kingdom with healthcare. Unfortunately on occasion the service may be at fault and action may need to be taken by patients who are not happy with the service that they received. As a result the NHS complaints procedure was set up so that any person who is a patient or was recently treated by an NHS practitioner can make a complaint. They must follow the correct procedure for the part of the country that they reside in.
If you are lodging a complaint it is sensible to make it as soon after the incident has occurred. The time limit is usually six months and is seen as being the right amount of time needed to investigate the complaint.
The NHS Complaints Procedure
This procedure comes in three stages:
- Local Resolution
- Independent review
- Ombudsman
Local Resolution
The first stage of the complaint procedure means going to the practitioner involved in the matter and telling them your grievance. This applies to dentists, GPs, hospitals, opticians and other healthcare service providers. Most practices are equipped to deal with complaints and have a member of staff dedicated to dealing with such complaints. When you approach such a person you must ask for a copy of the NHS complaints procedure. It is often at this stage that the problem is resolved.
Independent Review
The second stage is often needed if local resolution has not worked. Independent reviews are carried out by the Healthcare Commission. They can be contacted at their website at www.healthcarecommission.org.uk or by telephone on: 0845 601 3012.
Independent reviews will get back into contact with the practice to carry out further research under a local resolution to see if things can be rectified at that stage. Or they can set up an independent panel to investigate the complaint or they may even decide that no action needs to be taken.
Referral to an Ombudsman
If you are not happy with the outcome of your complaint at independent review stage, you have to be referred to the Health Service Ombudsman. The Ombudsman is independent from the NHS and Government and can be contacted at the following website www.ombudsmanorg.uk or by telephone on: 0845 015 4033.
Getting Further Help
The Independent Complaints Advocacy Service (ICAS)
This is a free, confidential and independent service which can help you make a formal complaint about the NHS. Your local ICAS office can be contacted directly or via NHS managers at your local hospital or GP practice. NHS Direct and the Patient Advice and Liaison Service (PALS) can also help you get in touch with ICAS. The following website will show you details of local contact telephone numbers, www.dh.gov.uk
The Patient Advice and Liaison Service (PALS)
This service does not make up part of the complaints procedure but they can help to give advice and information about your complaint and they can refer you to.
For more information about dealing with the NHS why not take a look at their website at www.nhs.uk
