If preferred, patients in England can make their complaint directly to their NHS Local Area Team who will work with us to resolve any concerns. Alternatively, for further advice NHS patients can contact the advocacy service POhWER on 0300 456 2370 or the Dental Complaints Service (Private Patients only) Helpline 08456 120 540. There may be other advocacy services in the area and details of these can be obtained from the Practice Manager.
If patients in England are not satisfied at the end of local resolution then they may approach the Parliamentary and Health Service Ombudsman at Millbank Tower, Millbank, London, SW1P 4QP Tel: 0345 0154033 to request an independent review.
Patients can also report their concerns to the Care Quality Commission (CQC) 03000 616161. The CQC make sure hospitals, care homes, dental and GP surgeries, and all other care services in England provide people with safe, effective, compassionate and high quality care, and they encourage them to make improvements.
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If preferred, a patient in Scotland may want to copy in their Local Health Board who will be happy to monitor how we handle the complaint, or they may want to contact them directly (www.nhsinform.scot) and they will forward the complaint onto us. Alternatively for further advice patients could contact the Patient Advice and Support Service (PASS) at your local citizens advice bureau. PASS can also help you give your feedback, comments or concerns, or make a complaint. PASS is independent and provides free, confidential information, advice and support to anyone of any age who uses the NHS in Scotland, or the Dental Complaints Service (Private Patients only) Helpline 08456 120 540.
If patients in Scotland are not satisfied at the end of local resolution then they may approach the Scottish Public Services Ombudsman (SPSO), Freepost EH641, Edinburgh, EH3 0BR, Tel: 0800 377 7330, Text message: 07900 494 372, Email: ask@spso.org.uk, Web: www.spso.org.uk to request an independent review.
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If NHS patients in Wales would like assistance in making a complaint, the local Community Health Council (CHC) can offer free independent advice and support including putting you in touch with a local independent advocacy service. The Practice Manager will be able to provide contact information for the local CHC.
If NHS patients in Wales are not satisfied at the end of local resolution then they have the right to escalate their concerns to the Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ, Tel: 0845 601 0987, Fax: 01656 641 199, E-mail:ask@ombudsman-wales.org.uk, Website: www.ombudsman-wales.org.uk to request an independent review.
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Private patients may wish to contact the Dental Complaints Service (DCS) Helpline 08456 120 540 for advice and support.
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If you do not wish to raise your complaint in the practice, you also have the right to raise your complaint with your Local HSC direct. Details of your Local Health Board are available at practice reception or via the following website http://www.hscboard.hscni.net/local-commissioning-group.
If you would like assistance in making a complaint HSC patients can contact the Patient and Client Council (PCC) and Private Patients may choose to approach the Dental Complaints Service (DCS). Contact details for both these organisations can be provided on request from our Reception Team. Or you can locate the PCC via the following website: http://www.patientclientcouncil.hscni.net/making-a-complaint.
If you remain dissatisfied with the response to your complaint we will also advise your right to escalate your concerns to the Northern Ireland Ombudsman. The NIO address is: The Ombudsman, Freepost RTKS-BAJU-ALEZ, Belfast, BT1 6BR. Tel: 0800 343 424. Web www.ni-ombudsman.org.uk.
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