Comments and complaints

Anyone can make a complaint including, patients, someone acting on behalf of the patient with their written consent, or anyone affected by the actions of an NHS body.

If you would like to send us a compliment, comment or complaint about one of the services we commission, please contact:

Complaints and Freedom of Information Manager
Kent and Medway Clinical Commissioning Group
Unit 4, Markerstudy Business Park
Thanet Way
Whitstable CT5 3FD
kmccg.foi@nhs.net

The services we commission include:

  • urgent and emergency care (including 111, A&E and ambulance services)
  • out-of-hours primary medical services
  • elective hospital care (outpatient appointments and operations)
  • community health services (such as community nursing, rehabilitation services, speech and language therapy, continence services, wheelchair services, and home oxygen services)
  • maternity and new-born services (excluding neonatal intensive care)
  • children’s healthcare services (mental and physical health)
  • services for people with learning disabilities
  • mental health services (including psychological therapies)
  • fertility services

Please contact our communications team if you need this information in another language or format.

Please make your complaint as soon as possible, while memories are still fresh. Usually the NHS deals with complaints made within one year of the event that you are complaining about, or within one year of finding out you have cause to complain. This time limit may be waived if there are good reasons why you were not able to complain earlier and an effective investigation can still be carried out. 

What to include when making a complaint:

  • your name, address, email and phone number
  • the full name, address, email and phone number of the patient concerned (if that is not you) and their written permission (a signature on the letter is enough),
  • a summary of what happened with dates, if possible,
  • a list of the questions you would like answered,
  • what you want to happen as a result of your complaint,
  • permission for us to copy the complaint to the people who need to take part in the investigation.

Complaints will be investigated by our complaints team.

We will: 

  • acknowledge your complaint within three working days of receiving it,
  • work with you to make sure you receive a response within 25 working days, or sooner in most cases,
  • keep you informed while your concerns are being investigated, 

This process may involve: 

  • accessing your records (with your consent) so we can view relevant information,
  • using your information for other purposes, such as monitoring the complaints process or improving service quality. Where possible, only anonymous information will be used. If identifiable data is needed for other purposes, then we will ask your consent first.

When the investigation is complete, you will be written to with the outcome, including any improvements that have been, or will be made as a result of your complaint.

If you do not feel your complaint is resolved by this stage, please contact us and we will discuss your concerns.

If you are unhappy with the way your concerns have been handled, you can ask the Health Service Ombudsman to review your complaint:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
SW1P 4QP
0345 015 4033
phso.enquiries@ombudsman.org.uk
www.ombudsman.org.uk 

SEAP (Support, Empower, Advocate, Promote) is available to support you and represent your views when making a complaint about the NHS.

SEAP
7th Floor, Cavendish House
Breeds Place
Hastings TN34 3AP
0330 440 9000
info@seap.org.uk  
www.seap.org.uk

For information and comments about services funded by NHS England, please visit their website. The services they fund include:

  • GP practices,
  • pharmacies,
  • NHS opticians,
  • NHS dental services,
  • health services for people in prisons and other custodial settings:
    • adult prisons
    • young offender institutions
    • juvenile prisons
    • secure children's homes
    • secure training centres
    • immigration removal centres
    • police custody suites
  • health services for members of the armed forces and their families,
  • specialised and highly specialised NHS services.

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