If you are unhappy with the treatment or service you have received from the NHS (National Health Service) you are entitled to make a complaint, have it considered, and receive a response from the NHS organisation or practitioner concerned. This applies to both your time in hospital and your treatment at the Disablement Service Centre (Rehab Centre).
STAGE 1 – LOCAL RESOLUTION
Patient or someone acting on the patients behalf, complains to the organisation or practitioner concerned.
Where possible talk to the individual who is providing the service, you are unhappy with or with the individual you are unhappy with, whether it be the prosthetist, physiotherapist or consultant and see if you can resolve the situation. If you can verbalise your concerns you may find that the situation can be resolved.
If you feel uncomfortable talking to the individual involved it is recommended that you speak with the Rehabilitation Consultant who is the head of the Multidisciplinary team looking after you.
If you feel that you are not happy with your prosthetist you can ask the Rehabilitation Consultant to transfer you to another prosthetist at the same centre. The consultant will help you to try and resolve the situation and if it can not be resolved they will look for an alternative prosthetist for you.
If you have tried to speak with the individual or the rehabilitation consultant and you still feel the problem has not been resolved you have a number of options open to you.
a) You can speak with the Patient Advice and Liaison Service (PALS) Officer
A Patient Advice and Liaison Service (PALS) has been established in every NHS Trust and primary care trust (PCT). PALS are not part of the complaints procedure itself but they might be able to resolve your concerns informally or can tell you more about the complaints procedure and independent complaints advocacy services. For more information on the role of PALS click here
How to contact your local PALS
- phoning your local hospital, clinic, GP surgery or health centre and ask for details of the PALS
- phoning NHS Direct on 0845 46 47
Trust contact details can be found by looking at NHS organisations on the nhs.uk website. http://www.nhs.uk/england/authoritiesTrusts/default.cmsx
b). You can speak with the Centre Manager (is this correct?) who will…
c). You can contact the Independent Complaints Advocacy Service (ICAS) who are available to provide advice and support. to people who want to complain about the NHS. ICAS supports patients and their carers wishing to pursue a complaint about their NHS treatment or care. This statutory service was launched on 1 September 2003 and provides for the first time a national service delivered to agreed quality standards.Further details are at: www.dh.gov.uk.
d) You can call NHS Direct on 0845 4647 or your local Citizens Advice Bureau.
STAGE 2 – INDEPENDENT REVIEW
If you are unhappy with the response you get at stage 1, you can apply to the Healthcare Commission for an Independent Review. NHS Trusts can also refer complaints to the Healthcare Commission with the patients consent. The Healthcare Commission is an independent body established to promote improvements in healthcare
Complaints managers, Independent Complaints Advocacy Service (ICAS) staff and Patient Advice and Liaison Service (PALS) staff should notify you of this option.
If you are still unhappy after the initial review and investigation by a case manager, you have the option of having your case heard by an independent panel.*
Healthcare Commission
FREEPOST NAT 18958
Complaints Investigation Team
Manchester,
M1 9XZ
Tel:0845 601 3012
e-mail:complaints@healthcarecommission.org.uk
Website: www.healthcarecommission.org.uk
STAGE 3 –HEALTH SERVICE OMBUDSMAN
If you are still unhappy, your complaint can be referred to the Health Service Ombudsman. In some circumstances the Healthcare Commission will refer complaints directly on to the Ombudsman. The Ombudsman is completely independent of the NHS and Government.
The Health Service Ombudsman
Millbank Tower
Millbank
London,
SW1P 4QP
Tel: 0845 015 4033
e-mail: OHSC.Enquiries@ombudsman.gsi.gov.uk
Website: www.ombudsman.org.uk
