If you are dissatisfied with the outcome of an internal investigation or our recommendations, we can arrange for you to speak with a member of our management team. You will also be advised about the independent reviews available, including the Health Service Ombudsman.
You may contact any of the independent organisations listed below. They will usually advise you to follow the complaint through our internal process in the first instance. If you are still unhappy they may investigate on your behalf.
Independent review of complaints
You may use the Independent Healthcare Advisory Service. Please write to:
Independent External Adjudication Secretariat
Independent Healthcare Advisory Services
Centrepoint
103 New Oxford Street
London WC1A 1DU
If your care is being funded or part-funded by the NHS then you may use the NHS complaints procedure.
Please write to:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP
The Health Service Ombudsman will investigate complaints about healthcare if the matter has not been resolved through the internal North London Hospice complaints procedure.
Who else can I contact?
At any time you are entitled to contact our regulatory body, the Care Quality Commission, which is completely independent of North London Hospice. They will not investigate the complaint themselves but will take account of complaints in performing their regulatory function. They may visit the centre or service if the complaint is of a serious nature. Care Quality Commission
www.cqc.org.uk
03000 616161
Other Organisations you may wish to contact:
The Patients Association provides information and advice about making a complaint and campaigns to improve patient safety and patient care.
The Patients Association
helpline@patients-association.com
0845 608 4455
If the complaint involves a serious allegation of professional misconduct you may wish to report the matter to one of the following regulatory councils:
Nursing and Midwifery Council: 020 7333 9333
General Medical Council: 0161 923 6602
Health Professions Council: 020 7582 0866
General Social Care Council: 0845 070 0630
