Knowing how to make a complaint
Making a complaint can be a daunting task, so knowing who you can complain to and what to do is essential.
We can help you. We've worked with Healthwatch England to produce straightforward advice will guide you through the process from knowing who to talk to, top tips on what to do and what you can expect from services in response. The link below provides more information about complaints across health and social care in general. It can be a complex and confusing system. If you are still not sure what to do or where to go contact our team and we will point you in the right direction for the particualr service you wish to complain about.
Complaints advocacy services
Every area of England has an independent NHS complaints advocacy service funded by the local authority. They can help you make a complaint about an NHS service or work out what you want to achieve from a complaint.
If you are a resident in Tower Hamlets you can access NHS Advocacy support free from POhWER, who also provide a range of other advocacy services in the borough.
You can contact them by the following:
Call: 0300 456 2370
Or you can visit their website:
Patient Advice Liaison Service
Each NHS Trust has a Patient Advice Liaison Service (PALS) that offers confidential advice, support and information to help resolve any matters relating to your care or treatment at that NHS Trust. It provides a point of contact for patients, families and carers.
PALS is usually a good first point of contact before making a complaint as they may help resolve the issue more quickly.
In Tower Hamlets we have two major NHS Trusts providing care for residents. One is Barts Health NHS Trust (Royal London, Whipps Cross, Newham and St Bartholomew's Hospitals)
The other is the East London NHS Foundation Trust (ELFT) providing many mental health, community health and other health services across the borough.
Making a complaint about your GP
The NHS primary care services are there to help provide care to everyone. If you have concerns about any aspects of your care or the actions, decisions of an NHS primary care body (GP practice), you have the right to complain.
If you decide to make a complaint, you have several options. In the first instance we recommend you speak directly to the service itself and see if you can resolve the issues between you.
If you cannot resolve the issue with the service verbally, you can contact them directly via email and make a written complaint. Please click the link below for further information on how to make a complaint about a GP service.