The complaints procedure is set nationally and applies to all NHS services in Hounslow including:
- General Practitioners (GPs)
- Dentists
- Opticians
- Pharmacists
- Community services
- Walk-in centers
- Hospital services
- Mental health services
Why make a complaint?
NHS staff will try to make sure you receive fair and proper treatment, however sometimes things can go wrong and you might not be happy with the treatment you have received.
If you are unhappy with the treatment you have received from the NHS you can make a complaint under the NHS Complaints Procedure.
Before you make a complaint, it is important to think about what you want to happen as a result of your complaint, and make this clear at the beginning.
You may want:
- an apology
- someone to explain what has happened
- changes or improvements to be made
- to make sure mistakes are recognised
- to make sure the same thing does not happen again
How do I make a complaint?
It is best if you can put your complaint in writing, but if you do not wish to do this the Patient Experience Team will be able to assist you in making a complaint by other methods, you can do this by contacting the Patient Experience Team on 0800 953 0676
What is the time limit for making a complaint?
Complaints must not be made later than 12 months after the event has occurred or 12 months from the date that you realized that there is reason to complain. However exceptions, can be made if we feel that there is a good reason why the complaint was not made sooner, or if we are still able to carry out an effective investigation.
How long will my complaint take to resolve?
All complaints are acknowledged within 3 working days. The time it takes to resolve your complaint will be agreed with you, however it is reasonable to expect that the complaint is dealt with and a written response is sent within 25 working days where possible.
What if I am not happy with the outcome of my complaint?
If you are not happy with the final complaint response then you can contact the Health service and Parliamentary Ombudsman, who will investigate your complaint.
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
http://www.ombudsman.org.uk
Complaints Helpline Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
The Healthcare Commission ceased to exist on 31 March 2009, and the Ombudsman is now responsible for the second tier of health related complaint handling.
Where can I get more advice and help?
The Patient Experience Team at NHS Hounslow will be happy to provide you with help and assistance relating to the NHS Complaints Procedure.
You can contact them free on 0800 953 0676. Lines are open between 9am – 5pm, Monday to Friday (excluding bank holidays).
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