Making health and social care services work better, for everyone

NHS Complaints Process Due to Resume from 1st July 2020

On 26 March 2020, NHS England advised NHS organisations that due to need to focus on the COVID-19 pandemic, they could choose to pause the complaints process. NHS organisations have now been told that, as long as circumstances do not change significantly, the pause to the NHS complaints process will not be extended into July 2020. The Parliamentary and Health Service Ombudsman (PHSO) will also start accepting new health complaints and progressing existing ones from 1 July.

 

Parliamentary and Health Service Ombudsman (PHSO)

The Parliamentary and Health Service Ombudsman (PHSO) will also start accepting new health complaints and progressing existing ones from 1 July.

 

Local Government and Social Care Ombudsman (LGSCO) 

The Local Government and Social Care Ombudsman (LGSCO) have fully re-opened their complaints services as of today (Monday 29 June). This includes re-opening to new cases, and restarting work on existing cases with input from councils and care providers.

 

NHS complaints (such as the Patient Advice and Liaison Services known as PALS)

On 26/03/2020 NHS England announced that staff have the option to pause service complaints for three months. However this was not extended to July so as of 01/07/20 any complaints processes which were paused are to be resumed.

 

Voiceability

Voicability provide a range of advocacy services in Warwickshire including the NHS Independent Complaints Advocacy (IMCA) service.

As per a statement we received on 03/04/20, their usual services are being provided, working remotely via telephone or online.

In addition to their usual advocacy services they will be accepting additional referrals if, through the Covid 19 pandemic, an individual is worried about their current position or circumstances, due to mental capacity or mental health issues, to talk through the situation and help them to understand their position.

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