Health Complaints

The NHS has a complaints procedure that is designed to be as patient focused as possible and investigate complaints effectively and efficiently.  It is a two stage process; the first is called Local Resolution.

Who should I complain to?

The NHS is made up from numerous different organisations.  It is important to ensure that you direct your complaint to the correct organisation so that your concerns can be investigated properly, however if you do direct it to the wrong organisation they, with your permission, can forward it to the right one.

You can complain to either the Provider or the Commissioner of the health service you are unhappy about.

• The provider is the organisation that provides the service to you, for instance a GP, dentist, pharmacist or a hospital.
• NHS England is the commissioner or purchaser of Primary Care i.e. GPs, dentists, opticians, pharmacy and some specialised services.
• Clinical Commissioning Groups commission hospital services, mental health services, out of hours services and 111 services amongst others.

 

Investigate the complaint

The complaint will be investigated and you will receive the findings of that investigation along with an appropriate apology and to understand if any learning or changes will take place as a result of the findings of the investigation.

To make a formal compliment, comment or complaint please contact the relevant NHS body. 

Please click here for Sefton and NHS - Compliments, Complaints, Disputes and Disagreements page. 

Referral to Ombudsman

If things are still not sorted, or you are still unhappy, you can contact the Parliamentary and Health Service Ombudsman