Page last reviewed: 8 June 2023 Weve put some small files called cookies on your device to make our site work. It will take only 2 minutes to fill in. You should contact the shop manager or practice directly if you've got a complaint about the following NHS services: In exceptional circumstances, you can contact the complaints and feedback team at your local health board for advice. Email: PatientAffairs.Primarycare@lanarkshire.scot.nhs.uk, Email: PatientAffairs.Corporate@lanarkshire.scot.nhs.uk. This should only be done if you feel unable to make direct contact with the service providing your care. Community content from Health Unlocked - This will open in a new window. Next Comments and complaints Previous To find the contact details for your local Healthwatch, visit the Healthwatch website or call Healthwatch England on 03000 68 3000. Millbank Tower This includes hospital care, NHS 111 services, mental health services, out-of-hours services. Our Customer Contact Centre opening hours are 9.00 am to 4.30 pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am. Please keep in mind we have a duty of care to staff, as well as our service users, therefore we do not tolerate abusive or offensive language. If you do this, they can try to sort out your complaint on the spot. They'll then take forward any investigation within specific areas of healthcare or clinicians. To leave feedback or make a complaint about NHS Lothian services, contact: Learn more about NHS Lothian complaints procedure. Find information about making an NHS complaint and what to include from Age UK. To help us improve GOV.UK, wed like to know more about your visit today. There's no set timeframe, and this will depend on the nature of your complaint. You'll get a formal response from the director who investigates your case. Who can complain to the NHS? Complaints should be made to the NHS health board first. Feedback helps us improve the quality of our products and services. If you are a patient, please visit NHS Inform. Most problems can be sorted out quickly without using the official complaints process. name, location or any personal health conditions. NHS England welcomes concerns, compliments and complaints as valuable feedback that will help us learn from your experiences and make improvements to services we commission. We also use cookies set by other sites to help us deliver content from their services. General Post (including complaints, but not legal proceedings): NHS England, PO Box 16738, Redditch, B97 9PT. How could this website work better for you? By phone: 0300 311 2233 (Monday to Friday 8am to 6pm, excluding English BankHolidays). Creating a new NHS England: NHS Digital has merged with NHS England. British Sign Language (BSL) users can contact us Monday to Friday from 9.00 am to 4.30 pm using a BSL video interpreter. There are 2 ways to tell the NHS what you think: Feedback helps us improve the quality of your care. If calling from abroad, then dial 00 44 345 456 6000. If your complaint is complex this might not be possible. If you accept, the discussion will cover the period within which a response to your complaint is likely to be sent. Email: enquiries@monitor.gov.uk. 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. If you have difficulty installing or accessing a different browser, contact your IT support team. NHS England You can also leave feedback about NHS 24 using the feedback form on the NHS 24 website. The organisation that receives your complaint must co-operate with the others to ensure you receive a co-ordinated response. You should complain to the person or organisation providing the service first, such as the GP, dentist, hospital or pharmacist. Complete online form. Registered charity in England and Wales 1076630 and in ScotlandSC050036. The FFT is an anonymous and quick way for you to provide feedback to an NHS service about the service provided to you. . If they are not able to do this themselves, someone else can do it for them. If your problem persists or you're not happy with the way your complaint has been dealt with locally, you can complain to the relevant ombudsman. The Parliamentary and Health Service Ombudsman makes final decisions on unresolved complaints about the NHS in England. Further information about the service and how to access it is available on theInterpretersLive! Weve put some small files called cookies on your device to make our site work. Text/SMS only - 07824 625370 name, location or any personal health conditions. Complain to Monitor about NHS services, or procurement, patient choice and competition in the NHS, blow the whistle, or complain about Monitor. Wed like to set additional cookies to understand how you use GOV.UK, remember your settings and improve government services. Part of Monitors role is to make sure that procurement, patient choice and competition operate in the best interests of patients and to step in if anti-competitive behaviour by NHS commissioners or providers goes against patients interests. However, if you feel the time limit should not apply to your complaint, please speak to the person dealing with it. One America Square, 17 Crosswall, London, EC3N 2LB. We can only deal with complaints about the work, staff, and levels of service provided by us. You have the right to take your complaint to the Local Government Ombudsman (LGO), which is independent of local authorities and care providers. Find services near you and select a service. Our opening hours are9am to 4.30pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am. This service is free to anyone making a complaint about their NHS treatment or care. Source: ICBs commission: We welcome your enquiries and feedback about the services we commission and can explain your options if you have a concern or complaint. website. The Friends and Family Test (FFT) is available for NHS services, including hospitals, GP practices and mental health services. will put you in contact with the right . Charter of Patient Rights and Responsibilities, Patient Advice and Support Service (PASS). Enquiries, complaints and whistleblowing team. The integrated care licence condition is designed to prevent NHS providers from standing in the way of care being delivered in an integrated way. We'll try to resolve your complaint at the earliest stage possible. provided by Sign Solutions. Phone: 0300 311 2233. 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 You can find the email address in the letter we sent to you to acknowledge your complaint. You can change your cookie settings at any time. Find out how. For example, you can do this through the friends and family test or you can speak to a member of staff. General enquiries . If youre unhappy with the NHS care or treatment you've received, you've a right to complain using the NHS Complaints Handling Procedure. To help us improve GOV.UK, wed like to know more about your visit today. A family member, carer, friend or your local MP can complain on your behalf with your permission. If your complaint is about public health organisations (those who provide services which prevent disease, promote health and prolong life), contact your local authority. Support and Feedback. There are other, more in-depth national survey programmes you might be invited to take part in to find out about your experience of the NHS. If your care is funded or arranged by your local council, you may wish to raise the issues with the care provider in the first instance. This service is free to use. For example, you may have information about your employer committing a crime or putting someones safety at risk. You should put detailed complaints in writing to make sure we're able to respond to all your concerns. At the conclusion of the call I was told that a "secure payment link" would be sent to my phone so that I could pay 50% upfront within 48 hours, otherwise the appointment would be cancelled . Scottish Government - Opens in new browser window, Feedback display message, this and the title will be overided by Javascript. For more information, call their helpline on 0345 015 4033 or visit the Parliamentary and Health Service Ombudsman website. If you need advice or would like support, find out more about NHS complaints advocacy on the VoiceAbility website. top of page. Click here to toggle the visibility of the search bar. If you would like to give us positive feedback or let us know where we can improve, you can: We record and review all feedback to help us improve our services. Find out more about PROMs on NHS England's website. General Switchboard Number for contacting all NHS Grampian hospitals and departments: 0345 456 6000. You can give good or bad feedback by telling the NHS organisation or service about it. 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. How do I feedback or make a complaint about an NHS service? Source: Tuesday - 9.00am until 3.30pm. If you wish to make a complaint about a mental health service, you should either contact the service provider or the local ICB. Contact your local integrated care board (ICB) if your complaint is about: Contact NHS England if your complaint is about: Can you answer some questions about your visit today? 9 Keep a note of anyone involved in your complaint. London 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. website. This is the organisation that pays for the service or care you received. Chat to an NHS operator in our Live Chat - opens a new window, speak to a member of staff this can be the best way to give feedback and resolve issues quickly, help you understand your rights and responsibilities as a patient, help you access the treatment care and support you need, provide feedback, comments, concerns or complaints about the NHS, the Feedback and Complaints Officer for the NHS organisation involved, your full name and address (and the patients full name and address if you are complaining for them), as much helpful information as possible about what happened, where it happened and when, information about how you want the matter to be resolved, your phone number, if you are happy to provide it, so that you can be contacted to discuss your complaint, show that staff have looked into your complaint, offer you an apology if things have gone wrong, explain what action has been taken or will be taken to stop what you complained about happening again, if necessary, explain why the NHS cannot do anything more about some parts of your complaint, offer you the chance to talk to a member of staff if there is anything in the letter you dont understand, a complaint that has not completed the complaints procedure, events that happened, or that you became aware of, more than 12 months ago, a matter that has been or is being considered in court, it to be dealt with efficiently and be properly investigated, a full explanation into how it has been investigated, to be told what action has been or will be taken as a result, the NHS to use your feedback to improve services, track their progress in improving the experience of patients, let you know how they will learn from what has happened, A patient can evidence that they were provided with sub-standard treatment which no other ordinarily competent healthcare professional in the relevant field would have provided, and. Include the following: Or you can complain to the organisation in charge. How do I complain on behalf of someone whos unable to givepermission? Find out more about how to complain about NHS care on the VoiceAbility website. You can complain to a member of staff at the NHS service you went to, such as a GP surgery or hospital. Find outwhere to access the PASS across Scotland. Everyone who provides an NHS service in England must have their own complaints procedure. You can change your cookie settings at any time. NHS England. If the person cannot give their consent, for example, if they have died or lack mental capacity, or are a child who cannot complain for themselves, you may be able to complain for them. If youre not satisfied with any aspect of our service, let us know so we can resolve the matter as quickly as possible. Contact us about the NHS website. 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. Call POhWERs support centre on 0300 456 2370 for advice. If this happens, staff will let you know and tell you why. Are you worried about someone? Write to us at Patient Advice and Liaison Service (PALS), Trinity House, 110-120 Upper Pemberton . Where can I find information about making a complaint in easy read? Or you can leave a rating or review on their profile page on nhs.uk. 2 - 4 Waterloo Place. This is done through a range of ways, including: In addition, there are 4 national experience surveys. Write down the names and positions of the people involved in, and dealing with, your complaint. 0121 371 4400. What if Im not happy about the way the NHS has handled my complaint? Learn more about NHS Shetland complaints procedure. Alternatively, you can phone us on 0345 646 0238. You can complain to the Scottish Public Services Ombudsman about an NHS decision not to accept your complaint. NHS Feedback, complaints and your rights | NHS inform Find out how to make a complaint about any care you receive from the NHS in Scotland, including hospitals, GPs, pharmacies and dentists, and who can support you to do this. But if you want to make a complaint, the organisations that provide these services will have their own complaints arrangements. If your complaint is complex this might not be possible. 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. This uses a service called InterpretersLive!, provided by Sign Solutions. For example, you can do this through the friends and family test or you can speak to a member of staff. How to provide feedback or make a complaint. By post: NHS England, PO Box 16738, Redditch B97 9PT. While we use information from complaints in a number of ways in our regulatory work, our duties as a regulator do not include resolving individual complaints for patients. Parliamentary and Health Service Ombudsman website, primary care services such as GPs, dentists, opticians or pharmacy services, hospital care, mental health services, out of hours services, NHS 111 and community services such as district nursing, specialised services that support people with a range of rare and complex conditions, have your complaint acknowledged and properly looked into, be kept informed of progress and told the outcome, be treated fairly, politely and with respect, be reassured that your care and treatment will not be affected as a result of making a complaint, be offered the opportunity to discuss the complaint with a complaints manager, expect appropriate action to be taken following your complaint. Complaints should normally be made within 12 months of an incident or of it coming to your attention. A judicial review is a court process that allows you to challenge a decision made by an NHS body because you think it is unlawful. NHS Digital service desks NHS Digital also operates some other service desks, which may be able to help with technical enquiries. To leave feedback or make a complaint about NHS Tayside services, contact: Learn more about NHS Tayside complaints procedure. It will take only 2 minutes to fill in. View our Facebook page - (This will open in a new window). If you're making, or thinking about making, a complaint, you could get help from an NHS complaints advocate. NHS Digital merged with NHS England on 1 February 2023. Many issues can be resolved quickly by speaking directly to the staff at the place where you received care or accessed a service. It should also include information about how the complaint has been handled and details of your right to take your complaint to the relevant ombudsman. To leave feedback or make a complaint about NHS Highland services, contact: Learn more about NHS Highland complaints procedure. To resolve your individual complaint about services provided by an NHS organisation, you should complain: If you contact Monitor with a complaint about a healthcare provider or commissioner, within 10 working days we will get back in touch with you to: Find out more on complaints about healthcare services (PDF, 176 KB, 2 pages). Email: pet@secamb.nhs.uk. If you would still like to get in touch with us, please choose one of the following. The NHS encourages feedback because it's used to improve services. The NHS Constitution sets out your rights as a patient, and explains the commitments the NHS has made to providing you with a high quality service. 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. We take complaints about our work, staff, and levels of service very seriously. To leave feedback or make a complaint about the Scottish Ambulance Service, contact: Learn more about NHS Scottish Ambulance Service complaints procedure. If you wish to make a complaint about your GP or treatment you have received in an NHS hospital, please contact your NHS Board. For help from a GP, visit your GP surgerys website, use an online serviceto contact your GP, or call the surgery. Search NHS Inform - Click here to submit this form. will look into your concerns and speak to the staff involved in your care or treatment. We understand that you may feel frustrated or upset, and want to feed that back to us. You should contact your local health board if you'd like to complain about any other NHS service. Learn more about NHS State Hospital complaints procedure. Contact. Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned. Mediation is a service where independent mediators help the relevant parties to reach an agreement. Primary care. If you are unhappy with your care or the service you have received, it is important to let us know so we can improve. Registered charity number 1128267. There is an NHS complaints procedure to help you resolve your individual complaint, which we have no role in. 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. Learn more about NHS Lanarkshire complaints procedure. 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. State clearly what you want to achieve from your complaint. If you can't or you do not wish to do this, you can ask to speak to: If you prefer to complain in writing rather than in person or over the phone, you can send a letter or an email to the relevant NHS organisation. Community content from Health Unlocked - This will open in a new window. If you're complaining on behalf of another competent adult, you may need proof (consent) that you can act behalf of them. . If you want a decision to be judicially reviewed, you should seek independent legal advice. Anyone can complain, including young people. Good feedback can help to identify areas of best practice. The NHS Lothian Patient Experience Team is based at: WaverleyGate. Most NHS organisations will have a website which includes information about makingcomplaints. The complaint will be investigated and you will receive a written response. If you are unhappy with the outcome of your complaint, you may wish to go to the next stage of the NHS complaints procedure. This includes GPs, dentists, opticians and pharmacies. If you wish to share your views and experiences, positive or negative, simply speak to a member of staff. Call NHS England on 0300 311 22 33 to find out how to contact thesepeople. Edinburgh. You can get help finding mediation services in your area by asking the Feedback and Complaints Officer at your local health board. 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. All internal extensions can still be dialled direct. To leave feedback or make a complaint about NHS Dumfries and Galloway services, contact: Learn more about NHS Dumfries and Galloway complaints procedure. The NHS Constitution sets out your rights as a patient, and explains the commitments the NHS has made to providing you with a high-quality service. You have rejected additional cookies. The Patient Reported Outcome Measures (PROMs) questionnaire invites patients who have recently had a hip or knee replacement to give feedback on the care they received. We will look at your complaint and work with the department concerned to resolve it. I'm OK with analytics cookies. Wed also like to use analytics cookies. You may ask (and if you have a mental health disorder you have a right) to have an independent advocate to help you give your views. POhWER is a charity that helps people to be involved in decisions being made about their care. You can give good or bad feedback by telling the NHS organisation or service about it. Lines are open from 8.30am to 4.30pm, Monday to Friday. Our involvement and participation services, Government departments and professional bodies. Please let the person handling your complaint know as soon as possible. The response should set out the findings and, where appropriate, provide apologies and information about what's being done as a result of your complaint. If you make your complaint verbally, a record of your complaint will be made and you'll be provided with a written copy. If you'd prefer not to do that, you can raise your concerns directly with your local council. London, SW1P 4QP If your enquiry is urgent or you would prefer to talk to one of the HR Assistants please contact us by telephone 0141 278 2700 option 2. You canread more about our cookies before you choose. Other ways to give feedback should be clearly displayed at the service you visit. For public health services complaints, contact the Local Government Ombudsman. You should make your complaint within 12 months of the incident or within 12 months of the matter coming to your attention. Donate. View our Twitter - (This will open in a new window). We try to resolve complaints within 10 working days. To leave feedback or make a complaint about NHS Forth Valley services, contact: Learn more about NHS Forth Valley complaints procedure. This treatment has caused physical or psychological harm, or led to the death of the patient. PO Box 16738 This time limit can sometimes be extended as long as it is still possible to investigate your complaint. To find information about your local clinical commissioning group, visit NHS Choices. 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. If you think you may be entitled to compensation, you should seek legal advice. Find contact details for our clinics. An NHS complaints advocate is independent of the NHS and may help you write a letter, attend a meeting with you or explain the options available to you. Find out about complaining to NHS England. Complaints - what you need to provide Provide as much information as possible to allow NHS England to investigate your complaint. A family member, carer, friend, or your local MP, can complain on your behalf with your permission. You should expect an acknowledgement and the offer of a discussion about the handling of your complaint within 3 working days of receiving your complaint. Tell the organisation how you would like it to contact you and include a reference number if you have one. These provide information on the quality of health and care services from the perspective of those using them. You have accepted additional cookies. You can often find information in waiting rooms, at reception, on the service provider's website, or by asking a member of staff. Leeds Public Health Wales Number 2 Capital Quarter Tyndall Street . Some people find it helpful to talk to someone who understands the complaints process first and get some guidance and support. Internet Explorer is now being phased out by Microsoft. You also have the right to be informed about how any feedback, comments, concerns and complaints you make will be handled. We use this information to improve our site. Use our online form to: pay us a compliment; request help with a query; raise a concern/complaint. Further information about the service and how to access it is available on the InterpretersLive! How do I find the commissioner? Contact your local citizens advice bureau for support with complaints about the NHS, social services or local authorities. Let us know if this is OK. Well use a cookie to save your choice. government policy on health and social care, hospitals, GP practices, and other NHS services, Parliamentary and Health Service Ombudsman, speak to a member of staff using our general enquiries number - 0300 303 5678, a clear, detailed description of your complaint, copies of any letters or emails about the matter, your email address or postal address so we can reply, 'stage 1 complaint' to be added to the subject field when contacting us by email, tell you we've got it and give you a reference number within 2 working days, investigate your complaint - the Complaints Manager and the director of the area you're complaining about will do this. If you're unhappy with an NHS service, it's often worthwhile discussing your concerns early on with the provider of the service, as they may be able to sort the issue out quickly. You can also report fraud anonymously. If you have a complaint about your NHS care or treatment, we'll make sure you're heard. West Yorkshire By email: england.contactus@nhs.net (use ' For the attention of the complaints manager' in your subject line.