Making a Complaint
Making a complaint about health and care services in DorsetNHS and social care complaints
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
Guidance and practical resources
Advice on making a complaint
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.
Making a complaint
Guidance and practical resources 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 seAp. 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: 0300 3435708
Email: Dorset@seap.org.uk
Advocacy
Access independent health complaints advocacy services from seAp
Children & Young People Advocacy
Dorset Children’s Advocacy
Action for Children to provide independent advocacy services for disadvantaged children and young people across Dorset.
Advocacy services in Bournemouth and Poole
This service is for children and young people:
- aged 8-18 years
- in the care of BCP Council
- involved in Child Protection processes
- wishing to make a complaint
- who are aware that a referral is being made on their behalf
Bournemouth office: Tel. 01202 525643 / 520453
Email: bdpadvocacy@actionforchildren.org.uk
Children's Advocacy
Access advocacy services for children and young people from Action for Children
Advocacy services in Dorset
This service is for children and young people:
- In the care of Dorset Council – aged 0-18 years
- leaving the care of Dorset Council – up to age of 25
- involved in Child Protection processes (1989 Act) – aged 0-18 years
- are Child in Need (1989 Act) – aged 0-18 years
- wishing to make a complaint
- with Special Educational Needs or Disabilities (SEND) undergoing transition from Children’s to Adult’s Services – up to age of 18
- involved in Capacity and Best Interests assessments for young people under the Mental Capacity Act – up to age of 18
Poundbury office: Tel. 01305 753657
Email: bdpadvocacy@actionforchildren.org.uk
Where to direct your complaint
Local contact information
Below 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, the Clinical Commissioning Group 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.
Health Complaints
Patient Advice & Liaison Service
Dorset County Hospital
Williams Avenue
DORCHESTER
DT1 2JY
Office opening hours:
10am to 4pm, Monday to Friday
Tel: 0800 7838058
Patient Advice & Liaison Service
Poole Hospital
Longfleet Road
POOLE
BH15 2JB
Office opening hours:
9.30am to 4.00pm Monday to Friday
Tel: 01202 448499
Patient Advice & Liaison Service
Royal Bournemouth Hospital
Castle Lane East
BOURNEMOUTH
BH7 7DW
Office opening hours:
9.30am to 4.00pm Monday to Friday
Tel: 01202 704886
Mental Health Complaints
Patient Advice & Liaison Service
Dorset HealthCare University
Sentinel House
4-6 Nuffield Road
POOLE
BH17 0RB
Office opening hours:
9am to 5pm, Monday to Friday
Tel: 0800 587 4997
Customer Care Team
Vespasian House
Barrack Road
DORCHESTER
DT1 1TG
Office opening hours:
9am to 5pm Monday to Friday
Tel: 01305 368900
Patient Experience Team
South Western Ambulance Service
Abbey Court
Eagle Way
EXETER
EX2 7HY
Office opening hours:
9am to 5pm Monday to Friday
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
Office opening hours:
8.30am to 5.30pm Monday to Thursday; 8.30am to 4.30pm Friday
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.
Office opening hours: Monday-Friday 8.30am-5.30pm (except public holidays)
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.
Office opening hours: Monday-Friday 8.30am-5.00pm (except public holidays)
Telephone: 0300 061 0614