We welcome your comments, concerns, compliments or complaints about any of the services we purchase on your behalf and about our work within the CCG.
We recognise the value that feedback can provide in planning for the future and in improving services, so please do tell us how we can do things better, or that we are doing something well.
The NHS can sometimes be complicated to understand, if you feel you need support, our Patient Experience Service is here to help.
We can guide you through the NHS complaints procedure, assist with your concern and advise on any queries you may have regarding any services we commission, or share any details of organisations that can support you.
What can the Patient Experience Service do?
- Investigate complaints about the actions and services of the CCG itself
- Investigate complaints about a CCG purchasing decision when this has personally affected an individual
- Investigate complaints about any health services commissioned or provided by the CCG
- Resolve complaints which have been investigated by another responsible NHS body
- Resolve complaints, which are being or have been investigated by the Parliamentary and Health Service Ombudsman (PHSO).
The Patient Experience Service will acknowledge your enquiry within three working days of receipt.
We welcome your concerns, complaints, compliments and comments about any services we commission. These include:
- Community health services
- Maternity Service
- Planned hospital care
- Urgent and emergency care including Emergency Departments, ambulance and out-of-hours services
- Older people’s healthcare services
- Healthcare services for children, including those with complex healthcare needs
- Rehabilitation services including wheelchair services
- Healthcare services for people with mental health conditions
- Healthcare services for people with learning difficulties
- Individual funding decisions
- End of life care
- Continuing Healthcare: for more information, please click here.
For patients within the West Hampshire area:
For patients within the North Hampshire area:
For patients within South East Hampshire:
Telephone: 02392 282081
For patients within the Fareham and Gosport area:
The Advocacy People
Telephone: 0330 440 9000
You can also visit The Carers Federation at https://www.carersfederation.co.uk/
Charity and membership organisation POhWER provides advocacy to people who experience disability, vulnerability, distress and social exclusion.
Charity VoiceAbility is one of the UK’s largest providers of advocacy and involvement services:
Hampshire Advocacy offers an Independent Complaints Advocacy Service (ICAS), which may be able to support you. This is a free, independent and confidential service that offers help and information in making a complaint about the NHS:
Visit: Hampshire advocacy.org.uk
Healthwatch Southampton NHS Complaints Advocacy Service, delivered by The Advocacy People, can also help resolve issues or concerns you may have about your local health services. Their service is free, confidential, and independent of the NHS:
Unsure who to contact?
- We will contact you by phone, letter or email within three working days of receiving your complaint and will offer you a meeting to discuss your complaint.
- We will discuss with you the best way to investigate and respond to your complaint.
- We will gain your consent to investigate, and share the detail with the relevant services.
- We will discuss how long the whole process is likely to take.
- We will keep you updated and inform you of any delays.
- We will provide a full written response to you, which will explain what happened, apologise for any failings and detail any action we have taken to correct and improve services.
Are you complaining on behalf of someone else?
Where can I obtain independent advice and support?
I am not content with the response I have received, what next?
You have the right to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint, at the end of the local resolution stage of the NHS complaints process, if you are not satisfied with the way your complaint has been dealt with by the NHS.
Contact details for the Parliamentary and Health Service Ombudsman are as follows:
- Patient Experience Service Information Leaflet
- Patient Experience Service Easy Read Guide
Watch this video (produced by the Parliamentary and Health Service Ombudsman) which uses British Sign Language to give you tips on making a complaint to the NHS in England, including where to get advice and support.