Making a complaint about the NHS to the Clinical Commissioning Group/North of England Commissioning Support Unit What is NECS’ role in the local complaints process? The NHS North of England Commissioning Support Unit (NECS) supports Clinical Commissioning Groups (CCGs) and other NHS organisations to improve health services for everyone. Local CCGs have asked the NECS Complaints Team to manage complaints on their behalf; if you have a complaint about the services NECS provides, this can also be dealt with by the NECS Complaints Team. Who can complain and when should I complain? If you are unhappy with the treatment or service you, a relative or someone you care for has received from your NHS, you have the right to make a complaint, have it looked into and get a response. Anyone can complain 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 practitioner. 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 occurred or when it came to your attention. In some cases, if there is good reason why you could not complain sooner and if it is still possible to investigate your complaint, it may be possible to waive the time limit. When can I use this form? The NHS complaints procedure aims to resolve complaints quickly, at source. This is called resolution’ and means you should complain to the organisation that ‘local provided the service you are unhappy with first. However, some people prefer to send their complaint to the commissioner of NHS services and you may use this form to make your complaint to NECS who will coordinate this on behalf of the CCG. This form can also be used to make a complaint about a CCG commissioning or funding decision or about services provided by NECS. What can I expect to happen next? You can expect your complaint to be acknowledged within 3 working days of this being received by the Complaints Team. Complaints relating to a CCG or NECS will be coordinated by the NECS Complaints Team. Complaints relating to health-care providers (eg hospitals, community services, mental health services, GP practices) are usually forwarded by the Complaints Team to the relevant organisation for investigation and response; a copy of the response letter is shared with the CCG for information and monitoring purposes.
Making a complaint about the NHS to the Clinical Commissioning Group/North of England Commissioning Support Unit What is NECS’ role in the local complaints process? The NHS North of England Commissioning Support Unit (NECS) supports Clinical Commissioning Groups (CCGs) and other NHS organisations to improve health services for everyone. Local CCGs have asked the NECS Complaints Team to manage complaints on their behalf; if you have a complaint about the services NECS provides, this can also be dealt with by the NECS Complaints Team. Who can complain and when should I complain? If you are unhappy with the treatment or service you, a relative or someone you care for has received from your NHS, you have the right to make a complaint, have it looked into and get a response. Anyone can complain 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 practitioner. 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 occurred or when it came to your attention. In some cases, if there is good reason why you could not complain sooner and if it is still possible to investigate your complaint, it may be possible to waive the time limit. When can I use this form? The NHS complaints procedure aims to resolve complaints quickly, at source. This is called ‘local resolution’ and means you should complain to the organisation that provided the service you are unhappy with first. However, some people prefer to send their complaint to the commissioner of NHS services and you may use this form to make your complaint to NECS who will coordinate this on behalf of the CCG. This form can also be used to make a complaint about a CCG commissioning or funding decision or about services provided by NECS. What can I expect to happen next? You can expect your complaint to be acknowledged within 3 working days of this being received by the Complaints Team. Complaints relating to a CCG or NECS will be coordinated by the NECS Complaints Team. Complaints relating to health-care providers (eg hospitals, community services, mental health services, GP practices) are usually forwarded by the Complaints Team to the relevant organisation for investigation and response; a copy of the response letter is shared with the CCG for information and monitoring purposes.
Complaint-FormV2.docx