Complaining about NHS services factsheet

Making a Complaint about NHS Services

Who can make a complaint?

Anyone can make a complaint about NHS services.

Whom do I complain to?

Talk to someone close to the cause of your complaint, eg doctor, nurse, receptionist or practice manager; it can often be resolved at this stage.
If you would prefer to talk to someone not involved in your care, you can call the PALS Officer at Kingston Primary Care Trust (PCT) to mediate: 0208 339 8107 or leigh.broggi@ kpct.nhs.uk
If you have been unable to resolve your complaint you will need to put it in writing.
If your complaint is about a GP practice, dental practice, optician or pharmacist, write to the practice manager at the practice.
If you complaint is about any other primary care services, write to the Chief Executive, Kingston PCT, 22 Hollyfield Road, Surbition, KT5 9AL
If your complaint is about another provider, eg Kingston Hospital, you need to make the complaint in writing directly to them.

Support in making a complaint

Kingston Primary Care Trust Complaints Officer: 020 8339 8107

Independent Complaints Advocacy Service (ICAS): 0845 337 3063.

ICAS can:

Help you deal with the complaints process
Refer you to other relevant agencies regarding your complaint
Meet you at your home or elsewhere
Provide interpreters if necessary
Generally support you through the process

Time-limits for complaints

It is important to make your complaint as soon as possible after the problem arises. Usually the NHS will only investigate complaints that are either made within 6 months of the event, or within 6 months of you realising that you have something to complain about, as long as it is within 12 months of the event itself.

Where can I get more information/ advice?

Complaints Officer for Primary Care Services: 0208 339 8107
Complaints Manager for services provided by the PCT direct: 0208 339 8067
Complaints about Kingston Hospital: 020 8934 3993
Complaints about Mental Health Services:0208 772 5520