Complaints, concerns and compliments

In the majority of cases, complaints about the care you have received can be handled by the provider of that care. However, you are also entitled to complain to the ICB as the commissioner of these services if that is your preference. 

Complaining to the commissioner may be the right option if you are not comfortable complaining directly to your healthcare provider.  However, the healthcare provider will normally be given the opportunity to investigate and respond to your complaint directly. In cases where the ICB is the commissioner, the provider will be asked to share a copy of the complaint response with the ICB for monitoring purposes.

Please note, if you have already complained to your healthcare provider, the commissioner will not be able to re-investigate the same concerns.  If you remain unhappy following a response to your complaint, you should contact either your healthcare provider or the Parliamentary and Health Services Ombudsman (PHSO), see below for more information about the PHSO.

The ICB will retain personal information for the purposes of a complaint investigation only. To help us make improvements to the services you receive, anonymised information about your complaint may be shared as part of our reporting process. Should you have any concerns about these arrangements please contact us at nencicb.complaints@nhs.net or 0191 374 4218.

The commissioning of a service by the ICB

If you have a complaint, concern or compliment about the way an NHS service has been planned and commissioned by the ICB, or you have been directly affected by a decision relating to commissioning decisions made by the ICB.

A funding decision made by the ICB

Complaints relating to funding decisions made by the ICB are not routinely handled via the complaints process. However, the Complaints Team can provide advice on the relevant appeals processes to follow.

A service provided by a GP practice, dentist, pharmacist or optometrist

If you have a concern, complaint or compliment about a doctor (GP), dentist, pharmacy or optometrist, please contact the provider directly in the first instance. If you would prefer not to approach the provider about the complaint, then please contact the ICB as below, but please note that the ICB will still need to contact the provider to investigate your complaint.

Other NHS services

If you have a concern, complaint or compliment about the provider of NHS services such as a hospital, mental health service, urgent care service, ambulance service or community service, please contact the provider directly in the first instance. If you would prefer not to approach the provider about the complaint, then please contact the ICB as below, but please note that the ICB will still need to contact the provider to investigate your complaint.

Email: nencicb.complaints@nhs.net

Tel: 0191 374 4218

Freepost: FREEPOST, NENC ICB COMPLAINTS

Contact Details: Complaints Team, North East and North Cumbria ICB, Pemberton House, Colima Avenue, Sunderland, Tyne and Wear, SR5 3XB

For help finding your nearest GP, dentist, pharmacist or optometrist, you can use the online search facility on the NHS UK website.

We aim to make sure all complaints are handled well and that appropriate action is taken to the complainant’s satisfaction. You can make your complaint in writing, by email, or verbally via telephone. If you make your complaint verbally, you will be asked to sign and return a written record to ensure that you agree with the contents. 

Your complaint will be acknowledged within three working days of receipt and fully investigated in a manner that is fair both to you and the staff involved. If failings are identified during the investigation, these will help us to improve the quality of local health services. You will receive a written response to your complaint which will include information on the service improvements we have identified.

To find out more about the NHS complaints procedure please visit the NHS Choices website complaints page. The complaints information leaflet also provides information about the complaints process.

Face to face meetings can be arranged by appointment with the Complaints Team.

The care that you or your family receive will not be compromised as a result of raising a complaint/concern.

Information about complaints is available in other languages and formats upon request.

You can raise your concerns immediately by speaking to the provider of care involved. This might give you the response you require without having to take the matter further.

The Patient Advice and Liaison Service (PALS) is a free, confidential “front door” for North East and North Cumbria patients, their families, and carers. As a patient, relative, or carer, you may need to turn to someone for help, advice, and support. This is where the PALS can help.

We Can:

• Pass on Praise and Compliments to staff and services if you have had a good experience with our services.
• Help you resolve problems or concerns when using health services and agree on the best way to deal with and fix them as quickly as possible. 
• Listen to you if you are worried and unsure what to do or where to go.

We will do this by:

• Providing information on NHS services.
• Pointing you in the right direction to other useful sources of information and support.
• Signposting to other organisations best placed to advise and assist.
• Listening to and using your feedback to help improve and develop the ICB’s services.

We will always ask for your permission before discussing personal information with others. We will only pass on information without your agreement in exceptional cases where your safety or that of others must be considered. We will always tell you if we have to do this.

Where the concern or query is more complex, consent will be gained, and input may be required from providers and teams within the ICB to assist with advice and information. The team will update you if the concern/query takes longer than expected.

Sometimes, we are not the best people to help you.

• We cannot provide health advice relating to your care and treatment.
• We cannot arrange appointments or medication for you.

Each of our NHS trusts has a Patient Advice and Liaison Service (PALS) team you can contact for information and advice regarding the care you or your loved one is receiving. They can provide details on waiting times and assist you in arranging or altering appointments, among other things.

Anyone can complain about NHS services or treatment they have received or if they have been affected by the actions or decisions of an NHS organisation or primary care provider (such as a GP practice, dentist, optometrist, or pharmacy). If you are unable to complain yourself, someone can act on your behalf with your consent.

A complaint should be made within 12 months from the date the issue occurred or when it came to your attention. Extenuating circumstances will be taken into consideration.

If you remain unhappy with how your complaint has been handled following the conclusion of local resolution, you can ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint.  You can contact the PHSO at the address below:

PHSO
Citygate
Mosley Street
Manchester
M2 3HQ

Tel: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk

Ask Listen Do is a national NHS initiative that aims to improve experiences and outcomes for children and adults who are autistic or have a learning disability, their families and carers. Ask Listen Do came from the poor experiences people reported when giving feedback, raising concerns and making complaints.

Ask Listen Do resources are designed to:

• support organisations to listen, learn from and improve the experiences of children and adults who are autistic or have a learning disability, their families and carers
• make it easier for people, families and paid carers to give feedback, raise concerns and complain.

Ask Listen Do resources for people and families

• Resources for autistic people and people with a learning disability
• Top tips for family carers
• Resources for families to use with schools
• Ask Listen Do film for people and families
• Speak Up - independently produced self-advocacy resources

Ask Listen Do resources for organisations

• Information booklet and checklist for organisations
• Co-production guide using an Ask Listen Do approach
• A training film for organisations
• Oliver McGowan Mandatory Training refers to Ask Listen Do. It is for all registered service providers and NHS healthcare staff can also access it through ESR (Electronic Staff Record).

How to raise a concern or make a complaint

You can contact us at NHS North East and North Cumbria ICB for concerns or complaints about primary care, secondary care, such as hospital care, mental health services, out-of-hours services, NHS 111 and community services like district nursing.

Click here to find out more about how to raise concerns or complaints to us. 

Healthwatch is an organisation set up to get your opinion and find out what matters to you to help make sure your views shape the support you need. Local Healthwatch provides information about access to services and choices available to help people by taking more control of their own health, treatment and care.

For more information go to your local Healthwatch website.
For general enquiries call 03000 683 000