Self Help Information Pack
Update: The complaints process has changed from 1st April 2009.
The new process is intended to produce a better, often quicker response to complainants. This means that your complaint may be dealt with in a different way to the formal process explained in our self help information pack.
We would also recommend that you contact your local office for the latest information about what the new complaints process could mean for you.
The information sheets below have been developed by POHWER and the other providers of the Independent Complaints Advocacy Service (ICAS) to give you information, hints and tips to help you pursue a complaint through the NHS Complaints process.
The information is free and you are welcome to use it as much or as little as you wish. We hope you find it useful!
Should you find at anytime that you would like to discuss your options or ask for some more support from one of our trained advocates please do contact us as explained on the front ICAS page Independent Complaints Advocacy Service (ICAS)
If you need a service in a region that POhWER does not support please follow the link on the right hand side to see information about other ICAS Providers.
The Self Help Information pack is made up of a number of sections.
We have made them available separately here so you can read or download each section as you need it.
If the pack suggests contacting another organisation you will find their contact details in the Useful addresses document from the link on the right hand side of this page.
Under each heading you will find a standard and large print version available to download.
We are always looking for ways to improve the information pack so if you would like to give us your feedback about the pack or any other aspect of our service please do contact us, or use the on line form Feedback.
The NHS Complaints Process - making a complaint
This guide takes you step by step through the Complaints process and helps you to think about what you want to complain about, what you want to achieve from your complaint and how to go about it.
Start the step by step complaints process
You can also download the step by step process. This is a large document so may take a little time to download depending on the speed of your internet connection.
Making A Complaint (715 kb) ![[pdf]](/display_images/document_icons/pdf.gif){kind=icon}
SHIp - Making a Complaint - Large Print (124 kb)
Patient Advice and Liaison Service (PALS)
This factsheet explains how the PALS service may be able to help you get a problem resolved quickly and informally. It explains the differences between this service and that provided by ICAS.
SHIp - Patient Advice and Liaison Service - A guide (125 kb)
Writing a complaint letter
This document includes hints and tips about how to make your complaint letter as effective as possible.
SHIp -Write a Complaint Letter (172 kb)
Writing a complaint letter - Large Print (39 kb) ![[pdf]](http://www.pohwer.net/display_images/document_icons/pdf.gif){kind=icon}
Accessing Medical records
Sometimes when you are making a complaint it can be useful to look at your medical records. This leaflet will explain how to go about getting them.
SHIp- Accessing Medical records (516 kb)
SHIp- Obtaining Patient Records Large Print (23 kb)
Consent to act for someone else
If you are pursuing a complaint on behalf of another person you may need to provide proof that the person has agreed to you doing this for them.
The attached form called a "Form of Authority" is an easy way to do this.
SHIp- Form of Authority (111 kb)
Form of Authority - Large Print (14 kb)
Action Log Sheet
You may find it helpful to keep a note of all the things you do when you are making a complaint, for example the names of people you called and what they said and what has been agreed or not agreed. This form is an easy way of keeping these records. SHIp- Action Log Sheet (83 kb)
