rogue doctors
making a complaint | help and info
help and info
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organisations
Parliamentary and Health Service Ombudsman
13th Floor, Millbank Tower
London SW1P 4QP
Complaints Helpline: 0845 015 4033
E-mail: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
Carries out independent investigations into complaints about UK government departments and their agencies, and the NHS in England – and aims to improve public services as a result.
Independent Healthcare Forum
Centre Point
103 New Oxford Street
London WC1A IDU
Tel: 020 7379 8598
E-mail: info@independenthealthcare.org.uk
Website: www.independenthealthcare.org.uk
A membership organisation for private hospitals. If someone is not satisfied with the service they, or a close relative or friend has received in a hospital that is a member of the Forum, it is their right to have their concerns investigated and to be given a full and prompt reply. The Code of Practice for Handling Patients' Complaints (available to download from the website) has been introduced to assist with the management of patient complaints.
National Patient Safety Agency (NPSA)
4-8 Maple Street
London W1T 5HD
Helpline: 0800 015 2536
E-mail: enquiries@npsa.nhs.uk
Website: www.npsa.nhs.uk
A Special Health Authority created in July 2001 to co-ordinate nationwide efforts to report, learn from and help prevent adverse events and professional errors occurring in the NHS. Aims to create a safer NHS for patients and promote an open and fair culture within the health service. The NPSA is not able to comment on or investigate individual cases but will act on issues of patient safety at a national level.
NHS Direct
Helpline: 0845 46 47 (24 hours)
Website: www.nhsdirect.nhs.uk
The NHS 24-hour service provides expert health advice from trained nurses. An extensive database of medical information is available on their website. They can also advise you if you wish to make a complaint about the NHS.
The Patients Association
PO Box 935
Harrow HA1 3YJ
Helpline: 08456 084455 (Mon-Fri 10am-4pm)
Tel: 020 8423 9111
E-mail: mailbox@patients-association.com
Website: www.patients-association.org.uk
Charitable organisation providing patients with an opportunity to raise concerns and share experiences of health care. Represents the consumer voice in UK healthcare and offers a downloadable booklet on making a complaint.
Scottish Public Services Ombudsman (SPSO)
Freepost EH641
Edinburgh EH3 0BR
Tel: 0800 377 7330
Textphone: 07900 494 372
E-mail: ask@spso.org.uk
Website: www.scottishombudsman.org.uk
Offers members of the public an independent, free and fair response to complaints about public services, including health services.
Sufferers of Iatrogenic Neglect (SIN)
Tel: 01924 407195 or 0115 9431 320
E-mail: sinfo@cwcom.net or mag@sinfo.freeserve.co.uk
Website: www.sin-medicalmistakes.org
An independent, voluntary support and pressure group for patients and their relatives who have suffered from sub-standard medical care or a medical mistake. SIN's campaign for patients' rights includes: the patient's right to know the truth about their medical condition and to receive appropriate remedial medical care; control over medical records; an end to the present denial and cover-up culture to one where doctors will be able to acknowledge their mistakes, and a victim's compensation fund.
websites
Department of Health: How to complain about the NHS
www.dh.gov.uk/PolicyAndGuidance/OrganisationPolicy/ComplaintsPolicy/
NHSComplaintsProcedure/NHSComplaintsProcedureArticle/
fs/en?CONTENT_ID=4080897&chk=%2Bwi3Mr
A list of helpful links and a printable leaflet that provides details of the NHS complaints procedure and what you need to do if you want to complain about the NHS.
Healthcare Commission: Complaints
www.healthcarecommission.org.uk/contactus/complaints.cfm
The Healthcare Commission is responsibile for reviewing complaints about the NHS or independent healthcare in England that have not been resolved locally. Here you will find information about the Healthcare Commission and about complaining about healthcare.
Help the Aged: Your Rights in Hospital
www.helptheaged.org.uk/en-gb/AdviceSupport/HealthAdvice/
Details your rights to a reasonable standard of care and treatment from hospital staff. Scroll down to 'Health Services' and click on the link 'going into hospital'.
Independent Complaints Advocacy Service (ICAS)
www.dh.gov.uk/PolicyAndGuidance/OrganisationPolicy/ComplaintsPolicy/
NHSComplaintsProcedure/NHSComplaintsProcedureArticle/fs/
en?CONTENT_ID=4087428&chk=WoVmTf
This service, launched in 2003, supports patients and their carers wishing to pursue a complaint about their NHS treatment or care. It provides information, support and guidance, helping people to articulate their concerns and navigate the complaints system.
NHS: Making a Complaint
www.nhs.uk/england/aboutTheNHS/complain
Compliment.cmsx
Information on making a complaint against the NHS.
Nursing and Midwifery Council
www.nmc-uk.org/aArticle.aspx?ArticleID=1538
Advice from the Nursing and Midwifery Council about what you can do if you're unhappy about the way you or someone close to you has been treated by a nurse or midwife. You can select advice appropriate to the region of the UK you live in.
Patient Advice and Liaison Service (PALS)
www.dh.gov.uk/PolicyAndGuidance/
OrganisationPolicy/PatientAndPublicInvolvement
/PatientAdviceAndLiaisonServices/fs/en
PALS provide confidential advice and support to patients, families and their carers; information on the NHS and health related matters; confidential assistance in resolving problems and concerns quickly; and explanations of NHS complaints procedures and how to get in touch with someone that can help.
Primary Care Trusts
www.nhs.uk/england/authoritiestrusts/
pct/default.aspx
Find details of your local Primary Care Trust, each of which will have a Patient Advice and Liaison Service (above).
reading
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Guide to the NHS Complaints and Disciplinary Procedures by David Pickersgill and Tony Stanton (Eds) (Radcliffe Medical Press, 1997) |
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NHS Plc: The Privatisation of Our Health Care by Allyson Pollock (Verso Books, 2004) |
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(August 2005)
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