Solent NHS TrustHigh quality community and mental health services

Complaints procedure

First stage - Local resolution

The first stage of the NHS complaints process is called Local Resolution. At this stage we will try to resolve things with you locally. Once we receive your letter of complaint, the Patient Experience Service will send you an acknowledgement letter within 3 working days. An investigation will be carried out on behalf of the Chief Officer who will write to you within 30 working days.

We try to resolve all complaints as quickly and efficiently as possible. If you would like to come in to discuss the details of your complaint face to face, you can contact the Patient Experience Service who will arrange a suitable time/date to meet.

If you are unhappy with the response you receive from the Chief Officer, please let us know as soon as possible and we will try to work with you until we reach a satisfactory conclusion.

Should you feel that a meeting would not be helpful and nothing further can be done to resolve your complaint with us, you have the right to move onto the next stage of the complaints process.

How do I complain?

Write to the Chief Executive or Patient Experience Service. Contact details

Telephone our free phone number 0800 013 2319

Complaints must be made within 12 months of the incident occurring or of discovering you have cause to complain. However, this time limit may be waived if there are good reasons why you could not complain earlier.

Independent support

If you need help to make your complaint you may wish to contact the Independent Complaints Advocacy Service (ICAS) who provide free advice and support through the NHS complaints process.

South East 0330 440 9000

www.seap.org.uk/icas

Second stage - Parliamentary and Health Service Ombudsman

If you are unhappy with the way your complaint has been dealt with, you have the right to refer this to the Health Service Ombudsman who carry out independent reviews of complaints about poor treatment or services provided throughout the NHS in England.

The Ombudsman will review the details of your complaint and how this was handled by us. They may write to us asking for more details of the complaint and of our response. Once they have considered all of the details of the case, they will decide whether to carry out their own investigation, or to take no further action, or they may suggest a way of achieving a satisfactory outcome.

You can contact the Ombudsman at www.ombudsman.org.uk

Or write to:

PHSO

Millbank Tower

Millbank

London

SW1P 4QP

Complaints Helpline: 0345 015 4033 (lo call)

Fax: 0300 061 4000

Phso.enquiries@ombudsman.org.uk