NHS Complaints

  • What happens when we receive your complaint?
  • How we can help with your complaint?
  • Complain for change
  • What happens when we investigate a complaint?

 

How do I make a complaint about…

The Royal Berkshire Hospital?


Patient Advice & Liaison Service (PALS) & Complaints: 0118 322 8338 or


email: talktous@royalberkshire.nhs.uk


If you would like to make a complaint in writing and are not quite sure how to write the letter please use our Online Template – Complaint to RBH. (Microsoft Word Document)


For more information about NHS hospital complaints please refer to the Citizens Advice website.


My GP?


The care you receive from a GP is usually very good and most people don’t have any problems. But occasionally things can go wrong. This page will tell you where to start when you want to sort out a problem with a GP.


Contact your surgery’s practice manager to raise a concern or complaint.


If you do not want to deal with your surgery, then contact:


NHS England: 0300 311 2233 or email: England.contactus@nhs.net


If you would like to make a complaint in writing and are not quite sure how to write the letter please use our Online Template – Complaint to GP Practice. (Microsoft Word Document)


For more information on making a complaint about your GP please refer to the Citizens Advice website.


Mental Health Services?


If you’re unhappy about your treatment for a mental health problem, you may be able to make a complaint. This applies whether you’ve given consent to be treated or whether you’ve been admitted to hospital for treatment without your consent under the Mental Health Act (that is, you’re a detained, or sectioned patient). In these pages, we tell you more about complaints about mental health services and we also explain how you can challenge a decision to detain you.


Berkshire Healthcare (runs Prospect Park Hospital, & other mental & community health services)


PALS: 0118 9605027 or email BHT@berkshire.nhs.uk.


Complaints: 01344 415662 or email BHCT.complaints@berkshire.nhs.uk


If you would like to make a complaint in writing and are not quite sure how to write the letter please use our Online Template – Complaint to BHFT. (Microsoft Word Document)


For more information on making a complaint about Mental Health Services please refer to the Citizens Advice website.


Other NHS Services?


NHS care is usually very good and most people don’t have any problems. But occasionally things can go wrong. This page tells you more about how to raise concerns about health services that aren’t GPs, hospitals and dentists.


Who might you need to complain about?


Here are some examples of professionals who provide NHS services: nurses, including community and family nurses, health visitors, midwives, physiotherapists, occupational therapists, speech therapists, opticians, pharmacies, ambulance staff and paramedics, sexual health professionals, professionals working in preventative care (e.g. stop smoking clinics) and healthcare professionals working in prisons.


Remember that you can make a complaint about anyone working in the NHS.


If you would like to make a complaint in writing and are not quite sure how to write the letter please use our Online Template – Complaint to CCGs. (Microsoft Word Document)


For more information on making a complaint about other NHS services please refer to the Citizens Advice website.


Social Care Services?


The easiest and quickest way to tell us you are unhappy is to speak with the care worker you have most contact with or their manager. They will listen to your concerns and work with you to find a solution that everyone is happy with. Alternatively you can contact the Customer Relations Team who are independent of operational services and will guide you through the complaint process.


‘Adult Social Care’ a Reading Borough Council Publication, download it here: Adult Social Care Complaints 2016


For more information on making a complaint about adult social care please refer to the Citizens Advice website.


Other Organisations?


When you buy private healthcare you are buying a service. By law, a service should be carried out with reasonable care and skill and in a reasonable time.


By law the practitioner must also stick to everything that was agreed between you. This agreement is known as a contract.


Whatever your complaint, you should complain formally to your practitioner first.


If you would like to make a complaint in writing and are not quite sure how to write the letter please use our Online Template – Complaint to Private Provider. (Microsoft Word Document)


For more information on making a complaint about private healthcare please refer to the Citizens Advice website.