Who can make a complaint?

Anyone can complain about NHS services or treatment they have received or if they have been affected by a decision made by NHS County Durham and Darlington. If you are unable to complain yourself, then someone can act on your behalf with your written consent.

Who can help me in making my complaint?

The Independent Complaints Advocacy Service (ICAS) is an independent organisation that can guide and support you through the complaints process. They can help you put your complaint in writing or can come along to a meeting with you. However, ICAS do not investigate complaints. 

You can contact ICAS on 0300 456 8348

For more information on ICAS please visit their website: 

http://www.carersfederation.co.uk/what-we-do/icas/

How to make a complaint

The first stage of the NHS complaints procedure is called 'local resolution'. In the first instance, your complaint should be made to the NHS organisation or primary care practitioner who provided the service. Local resolution aims to resolve complaints quickly and as close to the source of the complaint as possible. 

Some complainants may prefer to send their complaint about a primary care practitioner, hospital or community service to NHS County Durham and Darlington. This is fine, however, in most cases, the primary care practitioner, hospital or community service will normally be given the opportunity to respond to the concerns raised in your complaint. 

Our advice and complaints team will therefore, with your consent, forward your complaint to the service provider involved in your complaint. The provider will then investigate and respond to your complaint in accordance with the NHS complaints procedure.

If you are unsure who you need to complain to or you would like advice on the NHS complaints procedure please contact our advice and complaints team on 0800 195 7998

If you would like to send your complaints, comments or compliments to NHS County Durham and Darlington, please write to:

Yasmin Chaudhry
Chief Executive
John Snow House
Durham University Science Park
Stockton Road
Durham
DH1 3YG

Email: cd-pct.enquiries@nhs.net

How long will it take?

From 1 April 2009 there are no set time limits on when NHS organisations and primary care practitioners have to provide a full response to your complaint. However, it is important to resolve your complaint as quickly as possible and a mutually agreed timescale will be agreed with you.

When should I make a complaint?

It is important to make the complaint as soon as possible after the event. We normally investigate those complaints that are either:

• made within twelve months of the event
• made within twelve months of you realising that you have something to complain about

What can I expect if NHS County Durham and Darlington handles my complaint?

If we handle your complaint rather than the service provider we will aim to treat your complaint appropriately and wherever possible, in accordance with your wishes. We will contact you within three working days to acknowledge receipt of your complaint and we will agree with you a plan of how your complaint will be handled and give you an expected timeframe for when we will be able to respond. A copy of the plan will be forwarded to you.

Your plan will be sent to the lead manager investigating your complaint. During the investigation and with your agreement, it may be necessary for the lead manager to speak with you either by telephone or in person. When the investigation has concluded you will be sent a response addressing the concerns you have raised. If errors or shortcomings have been found, we will ensure that lessons are learned to prevent a recurrence.

• You should receive an acknowledgement to your complaint, either verbally or in writing within three working days
• If the investigation involves accessing personal  information from your medical records, you will be asked for consent in accordance with the Data Protection Act
• A personalised plan will be developed including an estimate of how long our enquiries are likely to take
• The complaints department will update you on the progress and if there are any delays in responding to you
• You will receive a response including the conclusion of the investigation and, where appropriate, measures will be taken to improve the quality of services.

What happens if I am unhappy with the response?

If you are unhappy with the response to your complaint, you can ask for a further explanation or you may be asked to attend a meeting.
 
If following this you still feel your concerns have not been resolved, you can ask the Parliamentary and Health Service Ombudsman (also known as the Health Service Commissioner) to review your complaint. You should do this within one year of raising your complaint. The Ombudsman's contact details are:

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
 
Complaints Helpline Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
You can also visit their website http://www.ombudsman.org.uk
 
Please note that the Healthcare Commission ceased to exist on 31 March 2009 and is no longer responsible for the second stage of the NHS complaints procedure. The Ombudsman are now responsible for the second stage of the NHS complaints procedure.

What happens if my complaint involves a number of different organisations?

If you have a complaint that involves both health and social care, you can complain to the NHS organisation (including GPs, dentist, pharmacies and optometrist) or to the relevant social care organisation. You can expect to receive a joint response from both organisations and we will liaise with you as to which organisation will take the lead in managing your complaint.

Under the new regulations that came into force on 1 April 2009, there is a duty on NHS and social care organisations to provide a seamless response to joint complaints. You should expect to have one point of contact for your complaint.

If you would like advice on where to send your complaint please contact our advice and complaints team on 0800 195 7998.

Documents

Complaints Activity Report Quarter One - 1 April - 30 June 2010