Comments, compliments, concerns and complaints
We use any Comments, compliments, concerns and complaints to:
- tell us what’s working
- help us identify potential service problems
- help us identify risks and prevent them from getting worse
- highlight opportunities for improvement
- provide the information we need to review our services and procedures effectively.
How to make a complaint
Concerns are often best dealt with when they arise, so we would encourage you first to explain your problem or suggestion to a member of staff who knows you and your situation (such as a doctor, nurse, therapist). In many cases it should be possible to sort out the problem straight away by talking to the person you have already been dealing with or, perhaps, their manager.
Hospital and community trusts have complaints procedures. GPs, dentists, pharmacists and opticians also have their own practice-based complaints procedures and in the first instance you should contact the practice manager to discuss your issue.
If you have tried to resolve your complaint about NHS Lincolnshire, but are still not satisfied, you can request assistance in the handling of your case. You can do this by writing to:
The NHS Complaints Procedure
The NHS complaints procedure has been designed to be fair, flexible and conciliatory so that difficulties can be settled as quickly as possible. If you are unhappy say so - most complaints are straightforward, and can immediately be rectified or an explanation can be given.
Dealing with your complaint
Complaints should be made as soon as possible after the event. They are treated in confidence, will not be filed on your medical records and will not affect your treatment in any way. If someone else (e.g. a relative or friend) complains on your behalf, we will need your written consent for that person to act for you.
How we deal with your complaint
We aim to acknowledge all formal complaints in 3 working days and a full investigation will take place. The Chief Executive will provide you with a full response. This should usually be within 25 working days. It may not be possible to respond within this timescale, if this is so, you should be contacted and told regularly what is happening. A full explanation should include:
- An apology, if appropriate
- A detailed answer to each part of your complaint
- An offer of a meeting with you, if appropriate
- Details of any action that has been taken to prevent the problem happening again
Parliamentary and Health Service Ombudsman
Parliamentary and Health Service Ombudsman
Independent Complaints Advocacy Service (ICAS)
Section 12 of the Health and Social Care Act places a legal duty on the Secretary of State to make arrangements to provide Independent Advocacy Services to assist individuals making complaints against the NHS. It states:
It is the duty of the Secretary of State to arrange, to such extent as he considers necessary to meet all reasonable requirements, for the provision of independent advocacy services
Find out more from ICAS