Complaints, concerns and compliments

NHS North East and North Cumbria Integrated Care Board (ICB) is responsible for planning and funding NHS autism and ADHD services across the region. 

We know people are waiting too long. We continue to invest in services and work with providers to increase assessment capacity and improve access.

This includes:

• funding more autism and ADHD assessments than ever before
• supporting more people to start NHS-funded prescribed medication for ADHD
• working with over 25 NHS, Right to Choose and North East and North Cumbria accredited providers
• working towards fairer and more consistent waiting times across providers
• expanding online support information and self-management resources, and local support signposting on the ICB website

We continue to monitor services to make sure people receive safe, high quality care.

Waiting times are long as there is currently still a much higher demand for autism and ADHD assessments than services can provide. 

We know waiting times in our region, like the rest of the country, are too long. We are working towards fairer and more consistent waiting times across all providers.

You do not always need a diagnosis to access help and support. Please see the help and support section for more information.

Autism and ADHD assessment services are not covered by NHS Referral to Treatment (RTT) rules in the same way as many hospital treatments.

This is because autism and ADHD services mainly provide assessments and diagnosis, rather than a consultant-led hospital treatment, which is covered by NHS Referral to Treatment standards.

Our Adult ADHD Commissioning Policy is available here for further information. 

How to raise a query or concern

Our dedicated web page provides detailed information and answers to common questions about our ADHD and Autism pathways.

The web page offers advice on diagnostic assessment waiting times, getting support without a diagnosis, Right to Choose providers, shared care agreements and ADHD prescriptions. It also provides further resources and information about ADHD and Autism as well as NHS help and support locally. 

Complaints regarding ADHD information

If you wish to raise a complaint about a service you have received, in the first instance you should follow the services own complaints procedure.

It is important to note:

Raising a complaint with NHS North East and North Cumbria ICB (either directly or via your MP) will not..

• reduce your (or someone you represent) wait time for a diagnostic assessment with any NHS provider including all Right to Choose providers
• reduce your (or someone you represent) wait time for titration of ADHD medication with any NHS provider including all Right to Choose providers
• enable you (or someone you represent) to access ongoing ADHD medication via the NHS if you have privately funded an assessment and started treatment
• enforce a GP to enter into a shared care agreement

We recognise wait times are long and we are working hard, and investing in services, to reduce these. 

We recognise shared care can be an issue for some people, and in most cases this is not needed for ongoing NHS prescribing – if you receive medication from a specialist provider under the NHS, then ongoing prescribing responsibility remains with them.

If the nature of your complaint or query relates to information already available on the dedicated web page, the complaints team will not provide a personalised response but will direct you to the information available on the web page.

If you (or someone you represent) has had a change in circumstance you should communicate this with the specialist provider you are registered with, or your GP.

If you (or someone you represent) needs support while you wait for an assessment or ADHD treatment within the wait times you have been advised of, please contact your GP, call 111 or access support locally.  There is information available on our webpages below about support local to you.

In most cases, it is best to complain to the NHS service that provided your care. They are usually best placed to look into what happened and respond to your concerns.

If you would prefer not to complain directly to the NHS service, you can complain to the North East and North Cumbria Integrated Care Board (ICB). The ICB plans and pays for many NHS services in the region. 

If you complain to the ICB, we will usually ask the NHS service involved to investigate your complaint and reply to you. The service will also share a copy of its response with the ICB so we can monitor how your complaint has been handled. 

If you have already complained to the NHS service and received a response, the ICB cannot investigate the same complaint again. 

If you are still unhappy after receiving a response, you can ask the Parliamentary and Health Services Ombudsman (PHSO) to review your complaint. You can find more information about the PHSO below.

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 535 4288 - Option 1.

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 535 4288 - Option 1

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