Potential delays to the CCG Complaints Process
Following the discovery of the Omicron variant, NHS England has declared a Level 4 National Incident in recognition of the impact on the NHS of both supporting the vital increase in the vaccination programme and preparing for a potentially significant increase in Covid-19 cases, as well as managing Winter Pressures.
All areas of the NHS are being asked to prepare for and respond to the Omicron threat. Mid & South Essex CCGs are currently redeploying all possible resources, particularly to support the ramp up of the vital Covid-19 vaccination programme.
Our usual complaint response timescales may be affected due to current circumstances. We apologise for any delays in this service but would ask you to understand that at this challenging time we must support our frontline staff as effectively as possible. We will endeavour to respond to correspondence and telephone calls as soon as possible.
All formal complaints will be logged. Please be assured that we will continue to triage complaints and will act on any immediate issue of patient safety or safeguarding that is being raised. However, the investigation of, and response to, complaints where there is no immediate clinical need will inevitably be delayed for an extended period, as the actions we are taking will be limited to informing the organisation involved, who may not be able to respond as they focus on managing the incident.
Once this Level 4 Incident response has been stepped down normal complaint processes will resume, although we recognise it may take some time to catch up.
If you have immediate concerns around care and treatment provided you should raise these directly with the provider of the service.
If you require any information on COVID-19, we urge you to follow the latest advice provided by the Government on coronavirus which is available online at https://www.gov.uk/coronavirus.
Information on the Essex Vaccine Programme can be found via COVID-19 Vaccine Information for Essex (essexcovidvaccine.nhs.uk).
We appreciate your understanding and patience at this challenging time.
Queries and Concerns around the COVID-19 Vaccine
If you have a question about the COVID-19 vaccination programme, you can find out more on the Essex Covid Vaccine website.
If you live in Essex and need help to book an appointment you can ring 0344 2573 961 (open 10am to 4pm, local rate).
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 at NHS organisations serving the people of Thurrock are listed below:
|North East London NHS Foundation Trust complaints team (community services)||Tel: 0300 300 1711
|Essex Partnership University NHS Foundation Trust (mental health and learning disability services) PALS||Tel: 0800 0857935
|Midlands Partnership NHS Foundation Trust (Inclusion Thurrock talking therapies service) PALS||Tel: 01785 783026
|For Basildon, Broomfield or Southend Hospitals, you can find more information about making a complaint on the Mid and South Essex NHS Foundation Trust website.||www.mse.nhs.uk/complaints/|
You can find the contact details of your GP or dental practice on an appointment card, letter or on www.nhs.uk
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 Thurrock CCG is responsible for commissioning community services (such as District Nursing, Health Visiting, Wheelchair Services) from North East London NHS Foundation Trust (NELFT), irrespective of where you live in south west Essex. So if you want to complain about NELFT community services but do not wish to complain directly to the Trust, then you can make your complaint to us as below :
Complaints and Concerns Team
NHS Thurrock CCG
Essex, RM17 6SL
You can also complain to NHS Thurrock CCG about the commissioning decisions made by our CCG 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 complaint 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|
|Basildon & Thurrock University Hospitals NHS Foundation Trust||NHS Basildon & Brentwood CCG||Phoenix Place, Christopher Martin Road, Basildon, Essex SS14 3HG||01268 594586
|Southend University Hospital NHS Foundation Trust||NHS Southend CCG||Suffolk House 102-104 Baxter Avenue Southend on Sea SS2 6HZ||
|Essex Partnership University NHS Foundation Trust (EPUT) and NHS111||NHS Castle Point & Rochford CCG||NHS Castle Point & Rochford CCG
Christopher Martin Road
Basildon, Essex SS14 3HG
|A GP practice, NHS dental practice, community pharmacy, NHS optician/optometrist||NHS England||NHS England
PO Box 16738
Redditch, B97 9PT
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.
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 http://www.ombudsman.org or on 0345 015 4033.