Text Only Version of WHSSC Website - How To Make A Complaint

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How To Make A Complaint

You can make your complaint

- In person
- By telephone
- In writing

Decide which you think is best in the circumstances. If it is something that needs to be resolved quickly a telephone call might be best. If it is a complicated matter you may decide to write a letter.

Whichever method you choose remember to tell the complaints officer:

- Give your name, address, telephone number
- Say what happened - How, when, where and who (if you know the names of staff give them)
- Explain why you are unhappy
- Say what you would like done about it (e.g. explanation, apology etc.)
- If you have any questions about what happened / your treatment - ASK THEM.

Click here for a sample letter of complaint

TIP - Keep a copy of any letters you send and a record of any conversations.

Complaining on behalf of someone else

If you wish to make a complaint about someone else's treatment / care YOU MUST HAVE THEIR CONSENT (unless they are unable to give it - because they are too young or too sick).

Click here for a sample form of consent You might find it useful.

What happens next?

This stage of the complaints procedure is called Local Resolution

- Trusts and Family Health Service Practitioners (FHSP) should acknowledge your complaint within 2 working days
- Trusts should provide a response within 20 working days
- Family Health Service Practitioners should provide a response within 10 working days

If it is going to take longer the Trust /FHSP should let you know.

- A response can take the form of a letter or a meeting
- In some circumstances both may be appropriate
- If you do not feel able to go to a meeting say so - and ask for a response in writing
- You can ask for a meeting with staff if you feel it would help

When you get your response ASK YOURSELF:

- Does it answer my questions to my satisfaction?
- Does it explain things in a way I can understand?
- Have I received an apology - if appropriate?
- Does it tell me what has been done to put things right?
- Are there any questions unanswered?

What if I am unhappy with the response to my complaint?

If you are dissatisfied with the outcome of Local Resolution you can apply for an Independent Review of your complaint by contacting:

Convenor
Western Health and Social Services Board
15 Gransha Park
Clooney Road
Londonderry
BT47 6FN

Tel: 028 7186 0086
Fax: 028 7186 0311

WITHIN 28 DAYS OF THE END OF THE LOCAL RESOLUTION PROCEDURE.

For more information on Independent Review and the complaints procedure - contact the Council E-mail:info@whssc.n-i.nhs.uk

Western Health and Social Services Council
‘Hilltop’
Tyrone and Fermanagh Hospital
Omagh
Co Tyrone
BT79 0NS
Freephone: 0800 917 0222
Tel: 028 8225 2555
Fax: 028 8225 2544
Minicom: 028 8224 8389
Email: info@whssc.n-i.nhs.uk
Website: www.whssc.org

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