Knowing how to make a complaint
Our Guide to making a complaint about Health or Social Care in East Sussex provides you with information about how to leave feedback and things to consider if you feel you would like to make a complaint. It also outlines how to complain about different health and care services in East Sussex.
Read our complaints guide here
Complaints advocacy services
Every area of England has an independent NHS complaints advocacy service funded by the local authority. They can help you make a complaint about an NHS service or work out what you want to achieve from a complaint.
You will need to contact your local authority to find out who holds your local advocacy service contract.
Patient Advice Liaison Service
Patient Advice Liaison Service (PALS) offers confidential advice, support and information on health matters. It provides a point of contact for patients, families and carers.
PALS do not investigate individual complaints but can give you general advice about the NHS complaints procedure.
Should I leave feedback or make a complaint
When issues arise, it’s always best to mention your concern to the member of staff you are dealing with, or their manager as they may be able to sort things out for you.
If raising issues with health or care services for ‘local resolution’, it is useful to keep a note of:
- the dates and times when you speak to someone about your concern
- the names of the people you speak to
- what was discussed
- the response you were given to your concern
- what you have been told will happen next
If you are still not happy after trying informal resolution directly with the service, you might like to consider making a formal complaint
Should I make a complaint
What can I achieve through making a complaint?
If you are unhappy with the treatment or care you, a family member, or someone you care for has received, you can make a complaint.
You may decide not to make a complaint because you are worried that it might make your situation worse. However, it is important that where services aren’t working as planned, NHS and social care providers learn from experiences and make changes where appropriate.
Before you make a complaint, it is helpful to think about what you want to achieve. This may include:
- Getting access to the care you need
- To improve the service, so other people don’t have the same experience you’ve had
- To get an explanation of what went wrong and an apology
- To hold an organisation or relevant staff to account
- To seek compensation (check provider complaints policies regarding what can or can’t be pursued)
Making a complaint about an NHS Service
If informal resolution does not work for you, or you have significant concerns over any aspect of your care or the actions or decisions of any NHS organisation, you have the right to make a complaint.
Local services such as GP surgeries, dentists, pharmacies, hospitals and opticians all have their own complaints policy, which you can request to see. You should follow their procedure for making a complaint. Not doing so may mean it doesn’t get responded to.
You should complain directly to the organisation providing the service (the Service Provider) or to the organisation that buys the service (the Commissioner). However, you cannot complain to both the provider and commissioner.
If you are not comfortable complaining directly to your healthcare provider, or if you feel this is not appropriate, complaining to the commissioner of the service may be the right option for you.
Different health and care services in East Sussex are run by different organisations.
Contact details for some local commissioners and providers are available in our Complaints Guide.
Complaints Guide