Complaints and Compliments
Compliments and Complaints about Southwark Council
We are constantly trying to meet our service users needs in the most effective way. In order for us to achieve this it is very important we hear the views and comments from those using the services. This could be anything from things you think we need to adjust or change, to things you think we have got right and services you want to compliment.
Here you can find where to send us your comments and compliments.
Tel: 020 7525 0042
Tel: 020 7525 3977
Tel: 020 7525 3104
HealthWatch is an independent champion for patient and public voice in improving health and social care. They are there to make sure your views on local health and social care services are heard. Their aim is to bring people together to influence and improve services, through you sharing your experiences with them. They have places on various care boards and groups where they raise issues important to you.
Southwark Council do not investigate NHS complaints. HealthWatch Southwark can provide information and support on how to make a complaint, please see below their advice below;
Do you have a complaint about your NHS treatment or care?
Depending on which service (e.g. GP, or Hospital Trusts) you are complaining about, there are generally two steps:
A local resolution (trying to sort out the complaint directly with the Service )
External resolution (escalating the complaint or going outside of the Service Provider)
What is NHS Complaints Advocacy?
NHS Complaints Advocacy is free, independent of the NHS and confidential. We can help you to use the NHS complaints process which covers all NHS funded treatment.
As well as NHS hospitals, GPs, ambulance services, district nurses and mental health services you can also use the NHS complaints process to complain about your dentist (if they treat you as an NHS patient), a pharmacist (if you had an NHS prescription) or your optician (if the NHS pays for your eye tests and glasses). Also if the NHS paid for you to be treated at a private hospital or pays all or part of someone’s care home fees this is covered by the complaints process.
What the NHS Complaints Advocacy Service can and can't do?
Give you information about how to complain including who to complain to
Explain the complaints process and your options at each stage of the process
Signpost you to other organisations who can help you if we can’t
Send you an information pack to help you make your complaint yourself
Provide you with an advocate to support you if you need more help
Investigate your complaint
Support you with a complaint about something that happened more than 12 months ago, unless you have only just found out that something went wrong or you have a good reason for not complaining sooner. This is because the NHS regulations say you should complain within 12 months.
Support you with a complaint about private health care
Support you to complain about a medical professional’s fitness to practise (whether they are able to do their job)
Give you legal advice
Give you medical advice