How To Make A Complaint

You can make your complaint

• In person
• By telephone
• In writing

Decide which you think is best in the circumstances. If it is something that needs to be resolved quickly a telephone call might be best. If it is a complicated matter you may decide to write a letter.

Whichever method you choose remember to tell the complaints officer:

• Give your name, address, telephone number
• Say what happened - How, when, where and who (if you know the names of staff give them)
• Explain why you are unhappy
• Say what you would like done about it (e.g. explanation, apology etc.)
• If you have any questions about what happened / your treatment - ASK THEM.

Here is a sample letter of complaint.

TIP - Keep a copy of any letters you send and a record of any conversations.

Complaining on behalf of someone else

If you wish to make a complaint about someone else's treatment / care YOU MUST HAVE THEIR CONSENT (unless they are unable to give it - because they are too young or too sick).

Here is a sample form of consent. You might find it useful.

What happens next?

This stage of the complaints procedure is called Local Resolution

• Trusts and Family Health Service Practitioners (FHSP) should acknowledge your complaint within 2 working days
• Trusts should provide a response within 20 working days
• Family Health Service Practitioners should provide a response within 10 working days

If it is going to take longer the Trust /FHSP should let you know.

• A response can take the form of a letter or a meeting
• In some circumstances both may be appropriate
• If you do not feel able to go to a meeting say so - and ask for a response in writing
• You can ask for a meeting with staff if you feel it would help

When you get your response ASK YOURSELF:

• Does it answer my questions to my satisfaction?
• Does it explain things in a way I can understand?
• Have I received an apology - if appropriate?
• Does it tell me what has been done to put things right?
• Are there any questions unanswered?

What if I am unhappy with the response to my complaint?

If you are dissatisfied with the outcome of Local Resolution you can apply for an Independent Review of your complaint by contacting:

Convenor, Southern Health and Social Services Board, Tower Hill, Armagh BT61 9DR (Tel: 028 3741 0041) WITHIN 28 DAYS OF THE END OF THE LOCAL RESOLUTION PROCEDURE.

For more information on Independent Review and the complaints procedure - contact the Council's complaints officer. Email here.

Southern Health and Social Services Council, Quaker Buildings, High Street, Lurgan, Co. Armagh, BT66 8BB
Telephone: (028) 3834 9900  Fax: (028) 3834 9858 -  Minicom: (028) 3834 6488
Freephone: 0800 917 0222 © 2006.
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