You can make a complaint about the Care Trust Plus by Letter, Telephone Call, In person, or by using our on-line form. To help and assist you in submitting your complaint please read the information below.
Download our Customer Care and Involvement Booklet (PDF)
THE FIRST STEPS
What is a Complaint?
A complaint is an expression of dissatisfaction to which the complainant requires a response.
Why is it important to complain?
If you are not happy with the care or treatment you have received in the NHS it is important that you tell the people who are responsible.
What do I want to achieve?
Before making a complaint, it is important to think about what you want to achieve as the NHS complaints procedure can only deal with certain matters.
Under the NHS complaints procedure, NHS organisations:
CAN carry out an investigation and offer an explanation for what happened;
CAN offer an apology, or some other statement of regret;
CAN take steps to put matters right and reassure you that they have done so;
However, the complaints procedure:
CANNOT offer you financial compensation;
CANNOT look at issues relating to discipline;
CANNOT "strike off" a doctor or other health professional, or suspend their registration;
CANNOT look at complaints about treatment provided privately unless it was paid for by the NHS;
Is there a time limit for making a complaint?
You should normally complain within 6 months of the incident you are concerned about, or within 6 months of you finding out that there was something to complain about. It is best to make your complaint as soon as possible as memories will be fresher and it will be easier to investigate the facts. NHS organisations may be willing to investigate complaints after this time if you have a good reason why you could not complain sooner.
Making a complaint - How do I start?
The NHS procedure has two main stages:
Local Resolution
Independent Review
At the local resolution stage, it is the responsibility of the NHS organisation concerned to look into and respond to your complaint. One of the aims of local resolution is to try and sort out any problems as quickly and informally as possible.
If you do not feel able to complain directly to the person or practice concerned you can ask the Independent Complaints Advocacy Service or the Complaints Manager at the Care Trust Plus to help you put your complaint to the practice. They may also arrange for a 'conciliator' to help resolve the complaint. A leaflet dedicated to the conciliation process is available from the Care Trust Plus.
What should I include in a letter of complaint?
You do not need to write a long and very detailed letter, but you should include all the points you want to complain about. You should provide a complete statement as it may not be possible to add additional elements once the complaint is being considered. You should tell the organisation:
who or what you are complaining about. Try to make clear the most important points.
where and when the events you are complaining about happened.
what you have already done about your complaint, if anything.
what results you want from your complaint.
What happens next?
You should receive a full written explanation to your concerns. This should be sent to you within twenty five working days although sometimes it takes longer than this to carry out a thorough investigation. In such situations you should be advised of the reasons for the delay.
You may also be offered a meeting with the practice or person concerned to help to resolve your concerns.
What happens if I am not happy?
If you are not happy let the practice know that you are still not satisfied and explain why. If you think nothing more can be achieved at local resolution you can ask for an independent review of your complaint. You must do this within 28 days of the date of the final written response to you. An information leaflet on the Independent Review process is available from the Care Trust Plus.
Who can help me?
If you are unable to complain yourself, or if you require any support or assistance, you may ask a friend or relative to complain on your behalf. Your local Independent Complaints Advocacy Service or other organisations such as the Council for Voluntary Service will also be able to assist you.
Alternatively, click here to be shown details of the Patient Advice and Liaison Service.
The complaints manager for Blackburn with Darwen Care Trust Plus is:-
Mrs Susan Maynard - Complaints Manager
Blackburn with Darwen Care Trust Plus
Guide Business Centre,
School Lane,
Blackburn,
BB1 2QH
Tel: 01254 282000 or FREEFONE 0800 0155330
To submit a complaint by email click here
