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Making a complaint: a guide

We aim to provide a caring, high-quality service and are always pleased to receive your feedback, both positive and negative.

If the service provided has not met your expectations, then we would like to know why. All comments and complaints are taken seriously, regardless of their nature.

We hope that most problems can be resolved easily and quickly, so it is helpful if you can make your comments at the time the problem occurred, or as soon as possible afterwards. This gives us the best opportunity to resolve the issues immediately.

If it is not possible to do that, please let us have the details of your complaint:

  • Within 12 months of the incident that caused the problem; or
  • Within 12 months from the time that you became aware of the problem.

We will respond to your concerns considerately, quickly and as effectively as possible, in line with the NHS Complaints Regulations (2009).

Our complaints procedure is based on three stages, detailed below.

How to make a complaint

If the service provided has not met your expectations, then we would like to understand why

Stage 1: Local resolution

You can make your complaint:

  • In person, during your contact with the service
  • In writing (including email). Some complaints are easier to explain in writing, so please provide as much information as you can and send it to the PHL Group Governance Team, as soon as possible:

PHL Group, Governance Team
PHL Group. Onyx 12,
Segensworth West,
Little Park Farm Rd,
Fareham
PO15 5TD

Call 0333 321 0942

Email: PHL.governance1@nhs.net

We will acknowledge your complaint within three working days of receipt.

We will investigate and aim to respond to your complaint considerately, quickly and as effectively as possible within 15 working days, in line with the NHS Complaints Regulations (2009). We will always contact you if these timescales cannot be met.

Our response will explain:

  • How the complaint was investigated
  • The evidence considered
  • The conclusions reached
  • Any actions taken

When reviewing your complaint, we aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned, if appropriate
  • Provide an apology where appropriate
  • Identify what we can do to ensure the problem does not happen again

It may be helpful for you to meet with one of our senior clinicians to discuss your concerns. If this is appropriate, arrangements will be made at a convenient time.

Complaining on behalf of somebody else

We adhere strictly to patient confidentiality rules. If you are complaining on behalf of someone else, we must have their permission to do so.

We will require written permission unless the person is unable to provide this due to illness or if the complaint relates to a child.

Only information relevant to the complaint will be disclosed. If the patient does not want information from their health records disclosed, this may affect the extent to which we can investigate and respond.

Stage 2: Internal review

If you are unhappy with the response you receive, you can write to the Chief Executive Officer of PHL and request an internal review.

You can expect an impartial and objective reinvestigation by a member of the executive team. This review will also examine how your complaint was handled at Stage 1.

Stage 3: Parliamentary and Health Service Ombudsman

If you remain dissatisfied after the internal review, you may request an external review from the Parliamentary and Health Service Ombudsman (PHSO).

Who to contact

Stage 1

PHL Group Governance Team
Partnering Health Limited
Onyx 12
Segensworth West
little Park Road
Fareham
PO15 5TD

Telephone: 0333 321 0942

Stage 2

PHL Group Governance Manager
Partnering Health Limited
Onyx 12
Segensworth West
little Park Road
Fareham
PO15 5TD

Telephone: 0333 321 0942

Stage 3

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

NHS Complaints Procedure

At any time, you can request that your complaint is handled under the NHS Complaints Procedure. This entitles you to be represented by the Independent Complaints Advocacy Service (ICAS).

More information is available via the Department of Health website.

Independent Complaints Advocacy Service (ICAS)

Please contact your local ICAS office. Details can be found at:
seap.org.uk/icas/icas_office.php

Telephone: 0330 440 9000
Minicom: 01424 457601