Complaints and concerns

How do I make a complaint or tell the NHS about a concern I have about local health services ?

You have the right to make a complaint if you are not satisfied with the care you received from the NHS.

Where possible, you should speak to the person in charge at the place where you have been receiving care. For example, this may be a hospital ward manager or a practice manager at a GP practice.

Useful contact details for the Patient Advice & Liaison Services (PALS) of NHS organisations serving the people of Basildon, Brentwood and Wickford are listed below:

Basildon & Thurrock University Hospitals NHS Foundation Trust – (01268) 394440
North East London NHS Foundation Trust (NELFT) Community Services - 0800 783 8519
South Essex University Partnership NHS Foundation Trust (mental health and learning disability services) - 0800 085 7935
Southend University Hospital NHS Foundation Trust - 01702 385333

You can find the contact details of your GP or dental practice on an appointment card, letter or on www.nhs.uk.

Complaining to NHS Basildon and Brentwood CCG

If you would prefer to make your complaint to someone who has not been directly involved in your care, you can contact the NHS organisation that has commissioned (paid for) your care. That organisation can advise you and, if you wish, can investigate your complaint for you.

NHS Basildon & Brentwood CCG is responsible for commissioning care from Basildon & Thurrock University Hospitals NHS Foundation Trust (BTUH), irrespective of where you live. So if you want to complain about BTUH but do not wish to complain directly to the Trust, then you can make your complaint to us as below:

NHS Basildon and Brentwood CCG

Phoenix Place
Christopher Martin Road
Basildon
Essex
SS14 3HG

01268 594586

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You can also complain to NHS Basildon & Brentwood CCG about the commissioning decisions we have made or any other experience you may have of our CCG using the contact details above.

If you have a complaint about other services and do not want to complain to the provider, then you can complain to the relevant commissioner as shown below:

Service you want to complain about

Organisation to complain to if you don’t want to complain to the service directly

Address

Telephone number

North East London NHS Foundation Trust (NELFT) Community Services provided in South West Essex NHS Thurrock CCG NHS Thurrock CCG
Second Floor,
Civic Offices,
New Road,
Grays
Essex, RM17 6SL
01375 365810
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Southend University Hospital NHS Foundation Trust NHS Southend CCG Suffolk House,
Baxter Avenue,
Southend-on-Sea,
Essex, SS2 6HZ
01702 314299
South Essex Partnership NHS Foundation Trust (SEPT) NHS Castle Point and Rochford CCG Phoenix Place,
Christopher Martin Road,
Basildon,
Essex SS14 3HG
0800 9174694
A GP practice, NHS dental practice, community pharmacy, NHS optician / optometrist NHS England NHS England,
PO Box 16738,
Redditch,
B97 9PT
0300 3112233
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Whoever you ask to look into your complaint will do their best to resolve the problem as soon as possible and will let you know the outcome. They will listen to and respect your wishes as to how you would like your complaint dealt with. This may include a structured investigation with a written response, a meeting to discuss your complaint and bringing in an independent view of the service you received.

NHS commissioners and providers welcome complaints as a means of learning from patient experience and as an opportunity to continually improve. Making a complaint should not have a negative effect upon the care you receive but if you are worried about this, please contact us on the details above and we will be pleased to discuss your concerns.

Can I have some help in making my complaint and finding my way through the complaints process?

Yes. Independent professional complaints advocacy is available, free of charge, to the complainant.

Residents of Basildon, Brentwood and Wickford should contact HealthWatch Essex for further information, on 01376 572829.

What if I remain dissatisfied?

If your complaint is not resolved to your satisfaction after it has been investigated locally, you can ask the Parliamentary & Health Service Ombudsman to review your complaint. The Ombudsman can be reached through ombudsman.org or on 0345 015 4033.