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How to make a complaint
If you are unhappy with the way you have been treated by the NHS you have the right to make a complaint, have it considered, and receive a response from the organisation concerned.
Who can complain?
A complaint can be made by a patient or person affected, or likely to be affected, by the actions of any part of the NHS. A complaint can also be made by someone acting on behalf of the patient or person, with their consent or via a legal document such as a power of attorney .
What is the time limit for making a complaint?
Your complaint should be raised within 12 months of the date of an incident or of you becoming aware of the issue. In exceptional cases, this timescale may be extended.
The two stage NHS complaints procedure
Stage one
Stage one is called local resolution, where you can raise your concern by either:
Contacting the manager of the service concerned;
or
Contacting the complaints team of the NHS trust who manage the service
Most concerns are resolved at this stage.
We recommend that in most cases that you should try to resolve your concern by raising your complaint directly with the service provider or a health care professional who is directly involved in your care. You will find a list of the most likely local organisations you may have been treated by here.
However, if you would prefer, NHS Brighton and Hove’s complaints team can handle complaints about primary care services (i.e. GPs, Dentists, Pharmacists and Opticians) and commissioning issues. In certain circumstances we can handle or manage complaints about other local NHS services and we will be happy to discuss your complaint with you if you are not sure who to contact.
If your concern cannot be resolved within 24 hours, you will receive written acknowledgement and your issues will be fully investigated.
We aim to get back to you with the result of our investigation within 30 working days and we will let you know if there is likely to be a delay.
We are always happy to discuss your concerns after you have received your response; it is important to us that you feel we have done all we can to resolve the concern and respond to you.
Stage two
If you remain unhappy with the response you receive, you can ask the Parliamentary and Health Service Ombudsman to review your complaint. The Ombudsman’s number is 0345 015 4033 or you can complete an online form at www.ombudsman.org.uk.
Further information on the NHS complaints procedure is available at
www.nhs.uk or www.ombudsman.org.uk.
Where can I get advice and support in making a complaint?
If you feel you want help and support in raising your concerns you can contact the Independent Complaints Advocacy Service (ICAS). They are a free, impartial service who should be able to advise you and may be able to help draft correspondence or accompany you to meetings. Your local branch can be contacted by calling 0845 600 8616 or emailing: southeast.icas@seap.org.uk.
To complain about hate incidents
We do not tolerate racial, religious/faith, disability, homophobic, biphobic, transphobic harassment (hostility towards people because of these factors) against patients or NHS staff. If you wish to complain about a hate incident in or by the NHS, please contact us. We can:
- contact the police on your behalf
- arrange an interpreter if needed
- put you in touch with a relevant community group
- help you to complete the hate incident reporting form which is sent to the Partnership Community Safety Team for the city which monitors the response to these kinds of incidents. This form does not need to include your personal details if you would rather remain anonymous.
For more information you can contact the: Racial Harassment Forum or the Partnership Community Safety Team.
Contact us:
Write to:
Complaints,
NHS Brighton and Hove,
FREEPOST RLZL-AJKR-XGRZ,
Level 4, Lanchester House
Trafalgar Place, Brighton, BN1 4FU
Telephone: 01273 574655 / 574648
Email: brightonandhovecomplaints@nhs.net
Click here to find out how to contact other local Complaints teams
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