This describes the organisations, such as the Independent Complaints and Advocacy Service (ICAS) and Patient Advocacy and Liaison Service (PALS), which can help you to make your complaint. It also provides details for the Parliamentary and Health Service Ombudsman.
Find out here how to make a complaint about patient choice or competition.
Monitor contributed to the review by Ann Clwyd MP and Professor Tricia Hart into the NHS complaints process: A Review of the NHS Hospitals Complaints System: Putting Patients Back in the Picture. In doing so, we make the following pledge:
"Working with partners, we will make sure foundation trusts understand what best practice in complaints handling looks like and what we expect of them. For example, as part of our quarterly monitoring process we have asked foundation trusts to explain how their Boards use complaints in their assessment of quality performance and how they assure themselves that they comply with the Quality Governance Framework in relation to complaints and whistleblowing. We will analyse their responses to identify any issues that might require us to take further action.
"We will continue to work closely with the Care Quality Commission as it develops its new inspection and assessment regime relating to leadership, governance and culture to ensure that we are clear how CQC concerns relating to complaints could trigger further investigation or regulatory action in foundation trusts by Monitor.
"We will share information about complaints quickly and effectively with our partners."