Complaints & Advocacy
Making a complaint about health and care services in DorsetNHS and social care complaints: Your rights
The right to complain about unsatisfactory service is a key consumer right. The NHS constitution makes a pledge to encourage and welcome feedback on health and care experiences and to use this feedback to improve services.
We know that it is not always easy to find the information you need to make a complaint, so below you can find our guide to making health and care complaints in Dorset.
If you need any further information please do not hesitate to contact us
*Please note:
- We do not ourselves have powers to investigate individual formal complaints about NHS or social care services.
- We cannot make a complaint to a service on your behalf.
- We are not able to offer financial or legal advice. That should always be sought from a trained specialist such as a solicitor or financial advisor.
Share your views
Tell us about a recent experience – good or bad
Advocacy support
Guidance and practical resourcesAdvice on making a complaint
Citizens Advice
Healthwatch England has worked with Citizens Advice to produce a series of guides to help you make a complaint or raise a concern about health and care services. You can find out more about what’s involved in making a complaint and see what your next steps might be.
There are tips, tools and practical resources to support you to make an effective complaint.
Contact us if you need more information about this service.
Advice
Practical resources and guidance from Citizens Advice
Advocacy support and guidance
Independent Health Complaints Advocacy
If you need support and guidance through the process of making a formal complaint about your NHS care or treatment, you can contact The Advocacy People. They will provide you with a Self Help Information Pack to help you make a complaint about your care or treatment using the NHS Complaints Procedure. Independent Health Complaints Advocacy is a free, independent and confidential service that can help and support you to complain about any aspect of your NHS care or treatment. This includes treatment in a private hospital or care home that is funded by the NHS.
Telephone: 0330 440 9000
Email: info@theadvocacypeople.org.uk
Advocacy
Access independent health complaints advocacy services from The Advocacy People
Independent Mental Health Act Advocacy (IMHA)
IMHAs are completely separate from the NHS and Social Services, they work for the Dorset Mental Health Forum, an independent peer led charity. The service is a free and confidential service for any adult or young person who is subject to the Mental Health Act 1983.
What is an Independent Mental Health Advocate?
An Independent Mental Health Act Advocate (IMHA) is an advocate who is specially trained to work with any adult or young person who is subject to the Mental Health Act 1983. This means most people who are detained or ‘sectioned’ under the Act. You can also get help from an IMHA if you are a conditionally discharged restricted patient; or subject to Guardianship under the Act; or under a Supervised Community Treatment Order (STO).
If you are an ‘informal’ patient you will also be eligible for help from an IMHA if you are being considered for serious treatment, such as neurosurgery for a mental disorder, or ECT if you are under 18 years old.
Telephone: 01305 261483
Email: dmha@dorsetmentalhealthforum.org.uk
Mental Health Advocacy
Access IMHA services from the Dorset Mental Health Forum
Dorset Children’s Advocacy
National Youth Advocacy Services (NYAS) provides independent advice and support to children and young people receiving a service or entitled to receive one from Children’s Social Care in Dorset. An advocate is an independent person who can offer one to one support to children and young people. Advocates can speak up for the young person, give advice, make them aware of their rights, listen to them and represent their views, wishes and feelings. Their aim is to empower a young person by supporting them to have their say.
Download the NYAS advocacy leaflet
Telephone: 0808 808 1001
Email: help@nyas.net
Children and Young People
Access advocacy services from National Youth Advocacy Service
Where to direct your complaint
Local contact informationBelow are the key contacts should you wish to raise a concern or make a formal complaint about a service you have received from one of the local NHS Trusts, Dorset Integrated Care Board or local Dorset Councils.
In order to resolve your complaint effectively you should try to discuss your issue with the relevant local healthcare professional or care manager before making your complaint official.
NHS health complaints
GPs, dentists, opticians or pharmacy services
Customer Care Officer
NHS Dorset Integrated Care Board
Vespasian House
Barrack Road
DORCHESTER
DT1 1TG
Tel: 01305 368926
Dorset County Hospital
Patient Experience Team
Williams Avenue
DORCHESTER
DT1 2JY
Tel: 0800 783 8058
Royal Bournemouth Hospital
Patient Advice & Liaison Service (PALS)
Castle Lane East
BOURNEMOUTH
BH7 7DW
Tel: 0300 019 4886
Poole Hospital
Patient Advice & Liaison Service (PALS)
Longfleet Road
POOLE
BH15 2JB
Tel: 0300 019 8499
Mental Health Complaints
Patient Advice & Liaison Service (PALS)
Sentinel House
4-6 Nuffield Industrial Estate
POOLE
BH17 0RB
Tel: 0800 587 4997
South Western Ambulance Service
Patient Experience Team
Abbey Court
Eagle Way
EXETER
EX2 7HY
Tel: 01392 261585
Social care complaints
BCP Council
Feedback and complaint links for:
Dorset Council
Complaints Team
Freepost RRYH-AGJZ-TRGG
County Hall
Colliton Park
DORCHESTER
DT1 1XJ
Tel: 01305 221061
Need help?
If you need guidance on how and where to direct a complaint, get in touch with Healthwatch Dorset
My complaint still hasn't been resolved
If after going through the complaints process you are still unhappy with the response you have received, the final route you can take depends upon what service your complaint is about.
The Ombudsman services are free, fair and independent.
Health complaints
For complaints that have not been resolved by the NHS in England and UK government departments and other public organisations.
Telephone: 0345 015 4033
Social care complaints
For complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services.
Telephone: 0300 061 0614