First questions to ask
What stage of the NHS Complaints procedure is appropriate?
Health care complaints
As a general rule, each stage of the NHS Complaints Procedure can only proceed if the previous one has been exhausted.
Complaints must usually go through the local resolution stage before they can be considered by the Healthcare Commission. If the complainant has been unable to resolve their complaint through either local resolution or the Healthcare Commission, the NHS Ombudsman can consider investigating it.
Independent Review by the Healthcare Commission and the Ombudsman procedures cover all primary and secondary care services, including Foundation Trusts.
Social care complaints
Local authority social services departments have responsibility for the resolution of complaints, including their initial consideration, investigation and the review panels. New Social services complaints procedures were introduced in June 2006 for implementation on 1 September 2006.
Once you are clear what kind of service is being complained about, and what stage of the NHS Complaints procedure is appropriate, click on the relevant link
Local resolution
Primary and community care
Secondary care
Health and social care
Independent Review by the Healthcare Commission
Review by the Health Service Ombudsman |
