Carers can complain. [ advocacy help ]

you need to lose your embarrassment.

The first step is taking up the complaint with the local manager of the service you want to address. Do be sure what you are looking for - an ackowledgment of the failure, an apology, a reprimand for the person (s) concerned, a description of a change of the system, whatever else.
Do it courteously promptly and in a well prepared manner. Give the recipient notice and some time so that there is no fobbing off.

Take somebody with you - you cannot always remember in the heat of 'battle' what has been said or promised - write down what you think has been agreed, and confirm it in a letter afterwards.

You can complain on behalf of your family member but you must have their permission.

If not satisfied at this first stage, the official route for a carer is to write to the Chief Executive of the Trust that is in charge of the service you want to address. A complaint to NHS has to be acknowledged within three days, and answered in three weeks. It's a rule.

Some areas are piloting a more rapid response system [ your local Pals will know ]

But it has to be written as a 'complaint'.

From experience a complaint is not recognised or answered unless the word 'complaint' is in the letter somewhere - ' this is a complaint that I want answering' ; ' see this as a complaint ' .

So, complain about something, and add on all the rest.

But discuss first if you want helpful information, or with the local procedure, ask Your local Pals service may ( will ) help you with advice. The Trust tel will give you the local tel number.They are primarily there for 'users' .

A complaint is not just about clinical care matters, it can be about aministrative handling, funding commissioning anomalies. anything to do with the NHS functions that affect those who are in touch with its public service.

write to the Chief Executive of the Local Mental health Care Trust providing the local mental health service; or the Chief Executive of your local Primary Care Trust if the complaint isthat they are not commissioning what you need.

The first stage is local resolution - you are persuaded or not by a local meeting with a particular person or an official reply

When you are not satisfied there is now a different second stage - the Independent Review - it was local and unsatisfactory, but it is now ( since july 2004 ) by a new body . It now goes to a new branch of the Health Care Commission = based in Manchester - so the local knowledge will not be so familiar to them - bear that in mind when you protest, and help them out with an account of the local hierarchies. The HealthCare Commissioners are the new NHS Inspectors and auditors, replacing the old Commission for Health Improvement.
The old second stage used to be by 'good' people locally but that was thought to be insufficiently impartial

If you are not satisfied by the second stage Independent Review, you go on to the Ombudsman.

Other routes are to the Mental Health Act Commissionersin Nottingham who visit your services every three months. They can look into anything at all about detained patients

Usually you will have to try the local Chief executive route first.

Otherwise you write around to your GP, to your local consultant psychiatrist, or speak up, on the local radio chat show.

Eventually, copy the letter to your MP or Local Council, and keep a copy.

Discuss your grievance at your local carer group, the local carer 'Champion', who may take it further.

Consult with your local Carer Support Worker

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