AvMA

Action against Medical Accidents (AvMA) is an independent charity which believes that whatever the cause of a medical accident, the people affected deserve explanations, support, and where appropriate, compensation. AvMA has a team of medically and legally trained caseworkers who can provide free and confidential advice following a medical accident

Healthcare Commission

Independent organisation responsible for carrying out Independent Review of complaints (2 nd Stage of the NHS Complaints Procedure)

Chief Executive

Person with overall responsibility for NHS Trust or Strategic Health Authority

Commission for Patient and Public Involvement in Health (CPPIH)

The Commission's role is to make sure the public is involved in decision making about health and health services in England .

Complaints Lead/Manager

Person responsible for complaints procedure in Practice/Trust

Conciliation

Service offered by trusts with the aim of bringing two sides together to resolve differences

Department of Health

Department of Health, sets health and social care policy in England . It also sets quality standards for the Independent Complaints Advocacy Service

Family Health Services

NHS services provided by family doctors, dentists, pharmacists, opticians under contract to the NHS

Family Practitioners

Independent practitioners from the four professions above

GP

General Practitioner – usually refers to doctors, but can include dentists, opticians, pharmacists

ICAS

Independent Complaints Advocacy Service – provides support to people wishing to complain about NHS care, helping with letter writing, attendance at meetings etc. Provided by the Carers Federation, Citizens Advice, POhWER and SEAP

Local Resolution

The first stage of the NHS Complaints Procedure

MHAC – Mental Health Act

Commission

Monitors the provisions of the Mental Health Act and deals with complaints about detained patients

NHS Trusts

Self governing organisations providing NHS hospital and other care

Ombudsman (Health Service Commissioner)

Is the final port of call for complainants who have exhausted the NHS complaints procedure and remain dissatisfied. The Ombudsman is independent of the Government and the NHS.

PALS

Patient Advice and Liaison Service to help and advise patients with problems, and to liase with NHS staff to resolve concerns

Partnership Trusts

A Form of NHS Trust often involving Social Services and usually concerned with Mental Health and Learning Disabilities, or other services

Patient and Public

Involvement Forums

Groups of volunteers who monitor local NHS services on behalf of their communities

Practice Complaints Manager

In family doctor practices, often deals with complaints

Primary Care Trusts

PCTs overall aim is to improve the health of their residents by ensuring that hospital and other specialist care is available when they need it; working closely with local GPs, dentists, pharmacists and optometrists to help them provide high quality accessible services in the community e.g. district nursing, health visiting, intermediate care.

Professional Bodies

Independent professional regulatory bodies who deal with complaints about professional conduct, competence to practise etc

Strategic Health Authority

NHS organisations which oversee and performance manage the NHS in their area (usually two or more counties)