Warwickshire Community Health
NHS Complaints – Warwickshire Community Health
Introduction
Warwickshire Community Health (WCH) welcomes comments, good or bad, about the
organisation and the health services it provides. Every effort is made to give you the
service you require within the resources available. However, there may be times when
our service does not reach the standard you expect. If this happens we would like you
to let us know so that we can put matters right and learn from it.
Warwickshire Community Health will endeavour to resolve your complaint, will
acknowledge when things have gone wrong and will learn and change services in light
of your complaint. If you feel that there is something specific that would help resolve
your complaint please discuss this with the Risk & Complaints Manager at the earliest
opportunity.
What you can Complain about
Warwickshire Community Health provides a variety of services including:
Community Hospitals
Bramcote Hospital
Nicol Unit
Minor Injuries Unit
Ellen Badger Hospital
Royal Leamington Spa Rehabilitation Hospital
Adult Services
District Nursing
Specialist Heart Failure Service
Tissue Viability
Intermediate Care
TB Specialist Services
Children’s Services
Birth to Three Portage Service
Community Children’s Nursing Service
Family Planning
Paediatric Audiology
School Nursing
Child Development Service
Community Paediatricians
Health Visiting
Child Protection and Looked After Children
Allied Health Professions & Special Care Dentistry
Community Dental Service
Community Neuro Rehabilitation
Continence Service
Dietetics
Musculoskeletal Clinical Assessment and
Occupational Therapy
Triage Service (MUSCAT)
Physiotherapy
Podiatry
Specialist Falls Service
Speech & Language Therapy
Wheelchair Service
Other Services
Infection Control
Palliative Care
Your Health, Our Concern
Who can complain?
Anyone who is receiving or has received NHS services who has been affected or likely
to be affected by the action, omission or decision of Warwickshire Community Health
can complain. If you are unable to complain yourself you can ask a friend or relative to
make the complaint for you. Your consent will be required as the investigation often
results in very personal information being supplied to the person making the complaint
on your behalf.
Time limits for making a complaint
It is important that you make your complaint as soon as possible after the event.
Under the NHS Complaints Procedure a complaint must be made not later than 12
months after:
 The date of the event which is the subject of the complaint; or
 The date on which you realised you had something to complain about.
The above time limit will not apply if Warwickshire Community Health is satisfied that
you have good reasons for not making the complaint within the time limit.
What should I do if I have a complaint?
You may speak to any member of staff who will try to help resolve your problem there
and then – most difficulties can be resolved in this way. If you remain unhappy about
our services you may prefer to speak to or put your complaint in writing to the Risk &
Complaints Manager, details overleaf.
What happens next?
Your complaint will be acknowledged in writing within 3 working days and you will be
offered the opportunity to discuss how your complaint will be handled and the timescale
for a response. Your complaint will then be investigated, by a trained investigating
officer, and we aim to provide a written response from the Director of Warwickshire
Community Health within the agreed timescale. If this timescale cannot be met you will
be advised of the delay.
It is important to Warwickshire Community Health that we do all we can to resolve your
complaint locally, however if you remain dissatisfied after receiving the response, you
should contact the Risk & Complaints Manager who will discuss your options with you.
Alternatively or in addition you have the right to refer your complaint to the Parliamentary
& Health Service Ombudsman for consideration. There are time limits to making a
complaint and you need to do this as soon as possible. Please see the contact details
overleaf.
Patient Advice and Liaison Service (PALS)
It may be that you do not want to make an official complaint, but do have an enquiry,
concern or difficulty that you would like us to try and resolve for you. In these instances
the Patient Advice and Liaison Service will be happy to help you, they can be contacted
at: Westgate House, Market Street, Warwick, CV34 4DE
Tel: 0845 423 8903 Email: pals@warwickshire.nhs.uk
Your Health. Our Concern
Independent Complaints Advocacy Service (ICAS)
Assistance with making complaints can be provided by the ICAS. This service is free,
independent and confidential. An Advocate can help and support you through the
complaints process; this can include writing letters, attending meetings with you and
explain your options within the complaints procedure. If you would like to talk to an
Advocate please contact POhWER ICAS on Tel: 0845 337 3056.
Complaints not managed under the NHS Complaints Procedure:
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A complaint that has been made orally and is resolved to your satisfaction not later
than the next working day after the complaint was made.
A complaint that has previously been resolved.
Complaints that have already been referred to the Health Service Commissioner.
Complaints arising from alleged failure to comply with a request for information under
the Freedom of Information Act 2000.
Complaints regarding your General Practitioner, Dental Surgery, Pharmacist or Optician
should be forwarded to the Corporate Risk & Compliance Manager at NHS
Warwickshire, Westgate House, Market Street, Warwick CV34 4DE Tel: 01926 478120.
Useful addresses and telephone numbers
Joanne Beales
Risk & Complaints Manager
Warwickshire Community Health
Royal Leamington Spa Rehabilitation Hospital
Heathcote Lane
Warwick
CV34 6SR
Tel: 01926 317752
Email: complaints@warwickshire.nhs.uk
Website: www.warwickshire.nhs.uk
Acute Hospitals
South Warwickshire General Hospital – Tel: 01926 495321
George Eliot Hospital – Tel: 02476 351351
University Hospital Coventry & Warwickshire – Tel: 02476 965198
Coventry & Warwickshire Partnership Trust (Mental Health)
Wayside House
Wilsons Lane
Coventry
CV6 6NY
Tel: 02476 536800
Your Health. Our Concern
The Parliamentary & Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP
Complaints Helpline: 0345 015 4033
Fax: 0300 061 4000
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
Feedback
If you have an idea or any comments or suggestions which you feel would benefit
other people who use our services, please let us know. You can either talk to a
member of staff, who will take note of your comments or contact the Risk and
Complaints Manager on 01926 317752.
If you are pleased with the services we have provided please tell us. Staff welcome
comments from patients who have been satisfied with the care and service they have
received. Compliments will be used to highlight good practice and will be
communicated widely so that others may benefit.
To request a copy in Braille, on audiocassette tape, in large print or in another language,
then please contact NHS Warwickshire’s Communications Department at Westgate
House, Market Street, Warwick CV34 4DE Tel: 01926 493491 Fax: 01926 435074.
Author: Joanne Beales
Date: Sept 2009
Review date: Sept 2010
Your Health. Our Concern