The complaints process
The new procedure which has been in place since April 2009, has only two stages and the government claims it has been simplified.
This information is from the Rethink Advice and Information Service's Complaining About The NHS Or Social Services Factsheet
First stage - local resolution
You are required to ask the organisation you are complaining about for a copy of their complaints procedure.
You could ask
- a doctor
- social worker
- community psychiatric nurse
- the person within the organisation who deals with complaints.
It’s very important to be persistent. You need to tell people clearly that you want to make a complaint. Some staff may find it difficult to recognise when a complaint is being made, especially if the person making it is known to have mental health problems.
Sometimes the person dealing with the complaint will argue that it cannot proceed. Rethink has noticed that this may happen when someone is unable to recognise their mental health problems and has not given their consent to the complaint, and a carer is trying to complain about the lack of help provided to them.
You should always seek advice if this or something similar happens to you. Rethink Mental Illness would be pleased to help.
Second stage - complaining to an Ombudsman
If you are not satisfied with the decision of the complaints manager concerned, you can refer the matter to the Parliamentary and Health Service Ombudsman (PHSO) if the complaint is about the NHS, or the Local Government Ombudsman (LGO) if the complaint is about social services. If you are complaining about a mental health trust you should go to the PHSO.
Can anyone help me with my complaint?
The Rethink Advice and Information Service or other organisations working in a similar field, like Mind, may be able to help with a mental health complaint.
Help with complaints is also available from the sources listed below, but please note that they do not specialise in mental health.
Advocacy
People making a complaint against the mental health services may find it useful to have an advocate to help them make their case. Advocacy services are sometimes available from Rethink Mental Illness or MIND. You may be able to find a local advocacy service by contacting the UK Advocacy Network.
UK Advocacy Network
Volserve House
14-18 West Bar Green
Sheffield
S1 2DA
The Independent Complaints Advocacy Service (ICAS)
The Independent Complaints Advocacy Service (ICAS) is an independent service which can help you make a formal complaint about an NHS service. You can contact your local ICAS office direct, or through NHS managers at hospitals and GP practices, NHS Direct or the Patient Advice and Liaison Service (PALS).
Contact numbers for local ICAS offices are:
- London: 0845 120 3784
- South East: 0845 600 8616
- Bedfordshire and Hertfordshire: 0845 456 1082
- Cambridgeshire, Norfolk and Suffolk: 0845 456 1084
- Essex: 0845 456 1083
- South West: 0845 120 3782
- East Midlands: 0845 650 0088
- For the North East, North West, Yorkshire and Humberside and the West Midlands, please call 0808 802 3000 and ask to be put through to the relevant region
The Patient Advice and Liaison Service (PALS):
PALS can give general advice on complaints relating to the NHS. They may also be able to help you resolve a less serious complaint.
Contact details for PALS should be available at all local NHS services.
Citizens Advice
You can also get help to make a complaint from your local Citizens Advice Bureau (CAB).
You can find your local CAB through the link to the following directory: http://www.citizensadvice.org.uk/cabdir.ihtml
