We welcome comments and complaints from people using the local NHS. We value
them as a way of helping us improve services. We want to provide the highest
standard of care and we are sorry if you are not completely satisfied with
the service you received. We hope we will be able to put things right.
The complaints procedure is set nationally and applies to all NHS services
including:
• general practitioners (GPs)
• dentists
• opticians
• pharmacists
• community services
• walk-in centres
• hospital services
• mental health services
The information below explains the NHS complaints process, but if you
have any questions please contact our complaints team on 020 3313 7252 or complaintsteam@hf-pct.nhs.uk
Terminology
How can I make a complaint
Can somebody else complain for me
When should I complain
How will my compliant be handled
When will I get a reply
What if I am not happy with the reply
Can I get help to make a complaint
What about my right to confidentiality
Contact details
Terminology
GPs, dentists, opticians and pharmacists work in Practices. Community and
hospital services are provided by Trusts. There are slight differences in
the complaints procedures for Practices and Trusts, which are explained
below.
If you have any questions about the differences, please phone our complaints
team.
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How can I make a complaint?
All complaints must first be investigated by those directly responsible
for the service. For example, if you are making a complaint about a dentist,
their own dental practice will make an internal investigation first. If
that does not put things right you can take your complaint further.
You can raise a concern in person, over the phone or in writing.
Raising an issue in person is often the best way. In many cases the matter
can be quickly resolved with a face-to-face discussion. It may also be possible
to clear something up with a phone call. You may find it helpful write down
the main points concern before you call.
For complex issues it may be better to put your complaint in writing. This
makes it easier to ensure all your points are addressed. Your letter should
include:
• your full name and address
• the date the incident occurred
• the department or service involved
• a summary of your complaint
• what your ideal outcome would be.
Or you can use our complaints form.
Complaint form  (132k)
If you wish to make a complaint about services provided directly by Hammersmith
and Fulham Primary Care Trust, please address letters to:
Managing Director
NHS Hammersmith and Fulham
1 Hammersmith Broadway
W6 9DL
If you are not sure which route to take to raise a complaint please call
our complaints team on 020 3313 7252.
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Can somebody else make a complaint for me?
Yes. However, if someone is making a complaint on your behalf, we will need
your permission. Either you or the person helping you can phone our complaints
team to discuss the best way to proceed.
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When should I complain?
As soon as possible after you notice a problem. Usually the NHS will only
investigate complaints within twelve months of the event, or within twelve months
of you realising you need to complain.
These time limits can be waived if there are good reasons why you could
not make the complaint sooner.
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How will my complaint be handled?
The Practice or Trust will investigate your complaint and discuss it with
the staff involved. They will then write to you with a full response explaining
the events, based on their investigation. If something has gone wrong, you
can expect to be given an apology. You should also be told what will be
done to prevent the same thing happening again.
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When will I get a reply?
Your complaint should be acknowledged within 3 working days of being received
by a Practice or Trust. We endeavor to respond within 25 working days from receiving your complaint.
However, if your complaint is complex or raises a number of serious issues,
it may take longer to investigate. You should be kept informed of the progress
being made and of the reasons for any delays. If you feel you are not being
kept adequately informed, please call our complaints team on 020
3313 7252.
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What if I am not happy with the reply?
If you believe your complaint has not been fully dealt with, please tell the Practice or Trust so they can make further enquiries.
At this stage it may help if you meet with the people involved to talk through your outstanding concerns. If everyone concerned agrees our complaints team can set this up. The meeting can be led by an independent conciliator who will play a neutral role and help to resolve the outstanding problems.
If at the end of the internal investigations and conciliation you feel that your complaint has not been dealt with to your satisfaction, you can proceed to the second stage of the NHS complaint process in that you may request for your complaint to be reviewed by the Parliamentary and Health Service Ombudsman. The Ombudsman is completely independent of the NHS and Government. Contact details below.
More details about the conciliation and independent review processes are available from the Primary Care Trust's Complaints Team.
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Can I get help to make a complaint?
The Independent Complaints Advocacy Service (ICAS) is a free, independent
and confidential service which can help you make a formal complaint about
the NHS. Contact details below.
ICAS provides support, help, advice and advocacy from experienced advisors
and caseworkers. They can:
• give you advice on how to make a complaint
• let you know who to complain to and how to go about it
• support and help you in drafting letters
• represent you or attend meetings with you.
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What about my right to confidentiality?
Information from your health records may have to be shared with other clinical
and managerial staff to fully investigate your complaint. However, patient
confidentiality will be respected as fully as possible. All information
relating to complaints is stored securely and separately from your health
records.
Unless someone has been directly involved in a complaint, no NHS staff treating
you in the future will know about any complaints you have made.
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Contact Details
NHS Hammersmith and Fulham Complaints Team
1 Hammersmith Broadway
London
W6 9DL
Tel: 020 3313 7252
complaintsteam@hf-pct.nhs.uk
Complaints advice and support outside the Primary Care Trust
Independent Complaints Advocacy Service (ICAS)
Tel: 0845 337 3065
ICAS lealet  (73k)
pohwericas@pohwericas.net
www.pohwer.net
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London, SW1P 4QP
Tel: 0845 015 4033
OHSC.Enquiries@ombudsman.gsi.gov.uk
www.ombudsman.org.uk
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