Complaints
Complaints
As you will be aware the NHS is facing significant challenges with regard to the coronavirus, which may, unfortunately, impact on our ability to investigate and respond to your complaint within our usual timescales of 25/40 working days.
The complaints team are currently in the process of improving some of it's processes in line with the new updated NHS Complaints Standards. We apologise if you experience any delays in some of our current processes while this work is being undertaken.
Information about advocacy and support
An advocate, independent of the NHS, can help you with your complaint by providing free support at any stage of the process by:
- Helping to complete a complaint form or letter
- Attending meetings with you
- Review any information you are given
Advocates may be contacted as follows:
- Derby City area:
If you require any independent assistance or support during the complaints process, you can contact One Advocacy Service, Derby on 01332 228748, or referrals@oneadvocacyderby.org
- Derbyshire area (not City):
If you require any independent assistance or support during the complaints process, you can contact Derbyshire Mind (Independent Health Complaints Advocacy Service) on 01332 623732 or email advocacy@derbyshiremind.org.uk
- Staffordshire area:
If you require any independent assistance or support during the complaints process, you can contact Total Voice NHS Complaints Advocacy on 01785 336387 or email info@totalvoicestaffs.org
- Leicestershire area:
If you require any independent assistance or support during the complaints process, you can contact POwHER advocacy service on 0300 456 2365, or write to PO Box 14043, Birmingham, B6 9BL or email yourvoiceyourchoice@pohwer.net
- If you live outside of these areas: your local council or Healthwatch will be able to advise who your local advocacy provider is. Details of your local council may be found on the government website.
Externally produced
- Download Independent Health Complaints Advocacy Service (Mind) [pdf] 819KB
- Download How AvMA can help when things go wrong in healthcare [pdf] 270KB
UHDB leaflets
Tips on making a complaint in British Sign Language (BSL)
The Parliamentary and Health Service Ombudsman role in British Sign Language
This video was produced by Parliamentary and Health Service Ombudsman.
Tips on making a complaint to the NHS in England
This video was produced by Parliamentary and Health Service Ombudsman.