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Information on making a complaint, how we handle complaints and the principles for handling complaints.

Handling complaints

Principles for handling complaints:

  • As far as possible, complaints are resolved to the complainant’s satisfaction as quickly as possible, through an immediate informal (verbal) response by frontline staff.
  • We will ensure that all complaints are handled promptly, within our targets for responses and with openness and transparency.
  • Complainants are advised about the complaints procedure and the opportunities for representation, interpretation/translation and sign language support and conciliation are provided.
  • We will conduct a thorough investigation, so that the complainant is satisfied that we have made a reasonable attempt to provide a full response.
  • All complaints will be investigated with openness and transparency so that it is fair to both the complainant and Healthshare Ltd.
  • The viewpoint of the staff involved in a complaint will be represented in any investigation and the staff will be treated with understanding and consideration at each stage of the process; without blame.
  • All deficits and failures in service provision will be identified and remedial action taken for learning which is shared across all our services.
  • If resolution cannot be reached at a local level, we will inform the complainant of how they can escalate their complaint or obtain an independent review of their complaint, where appropriate.

Who can make a complaint?

A patient, family member, or a carer, who has been affected by, or is likely to be affected by, any action of Healthshare Ltd. or their staff.

In the case of a child, the representative must be a parent, guardian or other adult person who has responsibility for the care of the child. If the child is in the care of the Local Authority or a voluntary organisation, the representative must be a person authorised by the Local Authority or the voluntary organisation.

What if I am not the patient?

Any person wishing to make a complaint on behalf of someone else must have written consent to do so from the service user. Healthshare Ltd. has a consent form that can be used in this case; we will contact you to explain this.

What is the process for reviewing my complaint?

For all written complaints that we receive, you will receive:

  • An acknowledgement, within 3 working days of receiving your complaint.
  • A full response, following a review from the Service Operations Manager, within 30 working days.
  • You will be kept informed of the progress of your complaint.

You can view Healthshare’s Complaints Policy in full here

Complaints, concerns or compliments

You can raise a concern, make a complaint or leave a compliment by the following methods:

Online: Use our online patient feedback form below

Post: Healthshare Ltd. Suite 9, 20 Churchill Square, Kings Hill, West Malling, Kent, ME19 4YU.

Telephone: 01732 525935

NHS Choices: Please click here to go to our NHS Choices site

Data Protection: Please see our data protection policy

Where Can I Get Independent Advice & Help?

The Independent Complaints Advocacy Service (ICAS) is a free and independent service that can help you make a complaint. For details of your local office please call their helpline on 0300 456 2370 or visit www.pohwer.net

The Patient Advice and Liaison Service (PALS) offer confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers. Please click here to find your local PALS. Please note some areas no longer have PALS services available to patients.

Complaining to the Care Quality Commission (CQC)

Complainants who remain dissatisfied following local resolution may refer their complaint to the Care Quality Commission here asking for an independent review of their complaint. The complainant can only refer their complaint to the Care Quality Commission when they have received a final response from Healthshare Ltd.

If you remain dissatisfied with the outcome you may refer the matter to:

The Parliamentary and Health Service Ombudsman are an independent and free complaint handling service. They make final decisions on complaints that have not been resolved by NHS in England and UK government departments and some UK public organisations. They do this fairly, without taking sides. They are not part of the NHS or the Government, and they are not a regulator. The Parliamentary and Health Service Ombudsman were set up by Parliament to provide a free and independent complaint handling service.

You can contact the Parliamentary and Health Service Ombudsman via email here

Telephone: 0345 015 4033. Text ‘call back’ with your name and mobile number to 07624 813 005 and we will get back to you

Address: The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP. Website: https://www.ombudsman.org.uk/making-complaint

For other languages or formats please visit their website