What is NHS Complaints Advocacy?
From 30 September 2018 KCALC no longer delivers the NHS Complaints Advocacy Service.
This is now being delivered by Touchstone and details can be found on this website, in the Contact section.
Making a Complaint – Help Yourself
If you wish to make a complaint about an NHS service you should submit this, in writing, to the service you are complaining about. This document gives addresses for the main NHS services in Kirklees.
This document is a template which you can use to make a complaint. You need to add your own details.
We also have some useful tips and guidance for making a complaint which should help you
Once you have made your complaint the NHS service should then engage with you in a “local resolution process”. They might respond to your complaint in writing or may ask you to attend a “local resolution meeting” to discuss your complaint with staff from the service.
If you get to the end of the local resolution process and you do not feel that your issue has been addressed appropriately you can refer the matter to the Parliamentary and Health Service Ombudsman. We would suggest that you contact Touchstone before doing that.
If you feel that the service has not carried out the complaints procedure properly and fairly then you can refer this to NHS England. We would suggest that you contact Touchstone before doing that.
Accessing Your Medical Records
You have the right to access your medical records under the Data Protection Act 1998. It may take up to 40 days for you to receive your medical records after the request and there may be a charge for them to be released.
This document is a template for you to request a copy of your medical records.
Further Information
You may also get help and advice from:
- Touchstone
- Self Help Material from Citizens Advice
- NHS Choices
- Care Quality Commission
- The Parliamentary and Health Ombudsman
- NHS England – making a complaint
- Business Services Authority (for NHS Charges)
- Healthwatch Kirklees
- Patient Advice and Complaints Service
- NHS England – Guidance on access requests
Useful Documents
- Template complaint letter
- Tips and guidance on drafting a complaint letter
- Addresses of NHS services in Kirklees
- Flow chart on how to make a complaint
- Template on the disclosure of medical records
- Patient Advice and Complaints Service – Making a complaint