NHS England Complaints Procedure Overview
NHS England takes complaints seriously, investigating issues raised by patients, relatives, and carers in a transparent and timely manner. The complaints process includes acknowledging the complaint, obtaining consent, contacting the practice, reviewing the response, and sending for further review. Learnings from complaints are captured and shared to improve services. Contact details for complaints include email addresses and phone numbers for the London Complaints Team and the NHS England National Contact Centre.
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NHS England London Complaints Team Joe Johnson & Dawn Freeman Tuesday 30 March 2021
Context NHS England will treat complaints seriously and ensure that complaints, concerns and issues raised by patients, relatives and carers are properly investigated in an unbiased, non-judgmental, transparent, timely and appropriate manner. The outcome of any investigation, along with any resulting actions will be explained to the complainant by the investigating organisation. (NHS England Complaints Policy, Updated and Published June 2017)
Stages Acknowledge complaint & obtain consent Contact practice and discuss complaint Request response and copies of records Review response Send for clinical review/contracting review Draft cover letter and send to Director for sign off
Learning from Complaints Where any learning or lessons are identified through a complaint investigation these will be summarised and captured on the CRM database National deep dives are collated of complaints received by NHSE across the seven Regions in England and fed back to the system (for example we have recently looked at complaint themes arising from the Pandemic)
Contact details Send emails to the following: England.nelcomplaints@nhs.net England.slcomplaints@nhs.net England.nwlcomplaints@nhs.net Contact number for the London Complaints team Tel 0203 182 4967 NHS England National Contact Centre to log a complaint:- Tel 0300 311 2233 Email - england.contactus@nhs.net
