help and info

organisations

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Health Service Ombudsman
13th Floor, Millbank Tower
London SW1P 4QP
Enquiries: 0845 015 4033 or 020 7217 4051
Textphone: 020 7217 4066
E-mail: OHSC.Enquiries@ombudsman.gsi.gov.uk
Website: www.ombudsman.org.uk/hse
The Health Service Ombudsman investigates complaints about the National Health Service. The Ombudsman is completely independent of the NHS and the government. There is no charge for the Ombudsman's service.

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.

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.com
Represents the consumer voice in UK healthcare.

Scottish Public Services Ombudsman
4 Melville Street
Edinburgh EH3 7NS
Tel: 0870 011 5378
E-mail: enquiries@scottishombudsman.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.

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websites

Clean Hospitals: PEAT
http://patientexperience.nhsestates.gov.uk/
clean_hospitals/ch_content/
peat_2004/introduction.asp
Review the results of the latest Patient Environment Action Team programme, which assesses the cleanliness of hospitals.

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.

Help the Aged: Your Rights in Hospital
www.helptheaged.org.uk/Health/
HealthServices/GoingintoHospital/_Section+D.htm
Details your rights to a reasonable standard of care and treatment from hospital staff.

Independent Complaints Advocacy Service (ICAS)
www.dh.gov.uk/PolicyAndGuidance/OrganisationPolicy/
ComplaintsPolicy/NHSComplaintsProcedure/
NHSComplaintsProcedureArticle/fs/en?CO
NTENT_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.

Make Time for Health: About PPI Forums
www.maketimeforhealth.org/about.html
Information about Patient and Public Involvement Forums and contact details if you want to get involved.

NHS: Making a Complaint
www.nhs.uk/england/aboutTheNHS/complainCompliment.cmsx
Information on making a complaint against the NHS.

NMC: Have you been mistreated by a nurse or midwife?
www.nmc-uk.org/nmc/main/Protecting_the_Public
/haveYouBeenMistreatedByANurseMidwifeOrHealth.html
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.nhs.uk/england/aboutTheNHS/getInvolved
/palServices.cmsx
Most hospitals in England now have a PALS, which is intended to provide on-the-spot help and advice on dealing with any concerns or problems you may have while in hospital. Ask a member of staff in the hospital for the contact details of the PALS office.

Primary Care Trusts
www.nhs.uk/england/authoritiestrusts/pct/default.aspx
Find details of your local primary care trust.

SAGA Health: Taking care of yourself in hospital
www.saga.co.uk/health_news/article/
3C3E8F51-3CE7-434C-9190-5B0DAC888E29.asp?bhcp=1
Positive things you can do that cut the risk of picking up an infection.