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How is it performed? of Complaints about NHS services

All NHS trusts, primary care trusts, GPs, dentists, opticians and pharmacists have a complaints procedure. These are structured in the same way, and there are a series of steps you should follow to get your complaint resolved.

It is important for you to contact someone in the organisation about the cause of a complaint as soon as possible; this helps them to investigate the complaint properly. The steps you should take are as follows:

• Talk to someone close to the cause of your complaint such as a doctor, nurse or receptionist. Explain what you are unhappy about either in person, over the telephone, by email, or in writing. Alternatively, you can ask to talk to a complaints manager who is not involved in your care. Your local family health service practitioners - GP, dentist, pharmacist or optician – will have their own complaints procedures. Staff in these practices will be able to give you details of how to complain, and they will aim to respond to your complaint within 10 working days.
• The complaints manager may offer to bring in a conciliation service (a neutral person) - this can often help to resolve complaints more quickly and amicably.
• If you are still unhappy, you have the right to have your complaint reviewed by the Healthcare Commission. This organisation is independent of local NHS trusts. The Healthcare Commission has a wider range of options available to them to try and resolve the complaint.
• Finally, if your complaint is still not resolved to your satisfaction, you should contact the Health Service Ombudsman.

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