How to direct your complaint

Making a formal complaint leaflet front cover

If you or your relatives are unhappy with any aspect of your care, or the service you receive while you are staying in hospital or attending an outpatient clinic, you should speak to a member of the ward or clinic staff as soon as possible.

If you feel they cannot help you, or you are not comfortable talking to them, contact the Patient Information and Liaison Service (PALS) in the Information Centre.

You can ask a friend or relative to come and see us on your behalf, but we must have your written permission before we can discuss your personal circumstances with anyone else. We can also visit you on the ward to discuss your concerns.

Very often, problems can be sorted out straightaway, so please contact us as soon as possible, so you can be reassured about any aspect of your care.

If you still feel dissatisfied and you wish to make a formal complaint, this sections outline the process for doing this.

 

Making a Complaint
Stage One - Local Resolution
Stage Two - Independent Review
Stage Three - the Ombudsman

 

On request, we can provide versions of the 'Making a formal complaint' leaflets in larger print, Braille audio or in alternative languages.

 

Useful addresses

Independent Complaints Advocacy Service (ICAS) - ICAS offers advocacy support to anyone wanting to pursue a formal complaint about the NHS:

Cambridge Norfolk & Suffolk
POhWER ICAS, Unit 26A E-Space North, Wisbech Rd, Littleport, Ely, Cambs CB6 1RA
Telephone: 0845 456 1084
Fax: 01353 865 391
E-mail: pohwericas@pohwericas.net


Essex:
Ground Floor, 7, Lords Court, Cricketers Way, Basildon, Essex, SS13 1SS
Telephone: 0845 456 1083
Fax: 0845 337 3051
E-mail: pohwericas@pohwericas.net


Herts & Beds:
Hertlands House, Primett Road, Stevenage, Hertfordshire SG1 3EE
Telephone: 0845 456 1082
Fax: 0845 373 0609
E-mail: pohwericas@pohwericas.net


Other useful addresses:

The Parliamentary and Health Service Ombudsman
11th Floor, Millbank Tower, London SW1P 4QP
Telephone: 0845 015 4033
Offsite link: Parliamentary and Health Service Ombudsman


Healthcare Commission,
Freepost NAT 18958, Complaints Investigation Team, Manchester M1 9XZ
E-mail: complaints@healthcarecommission.org.uk
Offsite link: Healthcare Commission
Last updated: 21 June, 2008
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