Complaints

  

NHS staff will do whatever they can to make sure you get quick, fair and proper treatment. However, sometimes things go wrong and you might not be happy with the treatment you, a friend or a member of your family has received.

If you are not happy with any NHS treatment, or any other matter connected with the service you receive, you can make a complaint or a suggestion to improve services.

Contact our Complaints Team 

You can contact our Complaints Team:

By phone on 020 7525 0422

By email on complaints.incidents@southwarkpct.nhs.uk

By post to The Complaints Manager, NHS Southwark, 1st Floor Hub 5, PO Box 64529, London SE1P 5LX.

 

 

The NHS and Adult Social Services Complaints Procedure

Complaints Leaflet

 

What areas are covered by the procedure?

 

Since 1 April 2009 there has been a new joint complaints procedure for the NHS and Adult Social Care (Social Services).  Southwark Health & Social Care offers an integrated complaints handling service with one team covering the following service areas:

 

NHS Southwark: All complaints

Southwark Social Services: Complaints about services for Adults only.

 

Complaints about Children's Services (Social Services) are dealt with under The Children Act by a different team.  For more information please call 020 7525 3977 or contact sscomplaints@southwark.gov.uk

How to make a formal complaint about a hospital

To make a complaint about a hospital you should contact them direct as each hospital has their own complaints procedure.

If you do not want to make a formal complaint

Often the quickest way of resolving a concern is by raising it directly with a member of staff as soon as you can.  They will attempt to deal with the matter as quickly as possible.  You can also contact the NHS Southwark Patient Advice and Liaison Service (PALS) who can raise the problem on your behalf with the service or staff member without you needing to go through the complaints procedure.

If you want to make a formal complaint

There are two stages to the complaints procedure.  Local Resolution is the first stage and Independent Review is the second.  Our aim is to resolve all complaints at the first stage.

You can get advice about the Complaints Procedure from the Complaints Manager.  The complaints leaflet is available in different languages and in spoken word on audio tape and CD.  To request copies please contact the Complaints Manager on 020 7525 0422 or complaints.incidents@southwarkpct.nhs.uk

Local Resolution

Local Resolution aims to sort out your complaint quickly, and as close as possible to the person, service or organisation you are complaining about, in the most appropriate way.

The Complaints Manager will acknowledge your complaint within three working days and discuss with you the way in which you would like your complaint resolved and the length of time this will take.

If your complaint is regarding a GP, dentist, community pharmacist or optician, we will need your consent to forward it to the practice concerned.

Conciliation, or mediation, is one way to sort out your complaint at the local resolution stage and it is usually very effective.  This is a process in which an impartial conciliator helps those involved to resolve the complaint or difficulties that have arisen regarding Health & Social Care Services.  You can ask the Complaints Manager for more information on this service.

 

What if I am not happy with local resolution?

If you are not happy with the response to your complaint at the first stage you can ask for an independent review of your case (the second stage) by either the Parliamentary and Health Service Ombudsman (for NHS complaints) or the Local Government Ombudsman (for Social Services complaints).

 

The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London SW1P 4QP

Tel: 0345 015 4033

Fax: 0300 061 4000

Email: phso.enquiries@ombudsman.org.uk

Website: www.ombudsman.org.uk

 

Local Government Ombudsman

PO Box 4771

Coventry

CV4 0EH

Tel: 0845 602 1983 or 024 7682 1960 

Fax: 024 7682 0001

Email: advice@lgo.org.uk

Website: www.lgo.org.uk

 

Where can I get independent support or advice?

Local Advocacy Services offer free and confidential support.  Skilled experienced caseworkers can talk through issues with you, give you advice on how to make a complaint, represent you at meetings and provide support and help drafting letters and attending meetings.

 

For NHS Complaints (including those with a social care element) please contact:

South London ICAS

POhWER

CAN Mezzanine

32 - 36 Loman Street

London SE1 0EH

Tel: 0300 456 2370

Minicom: 0300 456 2364

Fax: 0300 456 2365 email: pohwer@pohwer.net

Website: www.pohwer.net

 

 

For Social Care Complaints, please contact the Complaints Manager on 020 7525 0422 to discuss the options available.

Will my complaint be kept confidential?

If you are making a complaint on behalf of someone else, you will need to get their permission in writing before we can give you any of their personal information.

If you are complaining about a treatment, the person investigating will need to get the relevant information from your records. If you don’t want them to do this, you should let the complaints manager know. We will keep all information you give us confidential.