Complaining about the CCG

If you have a complaint relating to the way an NHS service has been commissioned by the CCG, or you have been directly affected by a commissioning decision made by us, you can contact us in the following ways.

By Post:
Complaints Team
NHS South Warwickshire Clinical Commissioning Group
Westgate House
Warwick
CV34 4DE

By email swccgcomplaints@nhs.net
By Telephone: 01926 353700 

Your complaint should be made as soon as possible.  This should be within a year of the event or as soon as it came to your attention.  You can make a complaint on your own or on behalf of someone else if you have their permission.

NB. Please use the minimum amount of personal information needed to identify yourself and/or others when using email as the confidentiality and security of any information exchanged via email cannot be guaranteed.

The CCG has no control, or responsibility, over personal information stored by a person’s own Email Service Provider. Any personal information that is processed by the CCG will be done so in accordance with the Data Protection Act.

What information will be needed to make my complaint?

  • Your name, address and contact telephone number/email and those of the person that you may be complaining for; including their date of birth and/or their NHS number.
  • A summary of what has happened, giving dates where possible.
  • Which organisation provided the care or service
  • A list of things that you are complaining about
  • What you would like to happen as a result of your complaint.
  • Consent – see section below

Consent

We will need consent in the following cases:

  • If your complaint is about a hospital, mental health, community and other service it is their responsibility to investigate the complaint.  We require your consent to send the complaint to the relevant organisation and receive a copy of the final response.  .
  • If your complaint is about the CCG, the way a service has been commissioned by the CCG or you have been directly affected by a commissioning decision, in order for us to fully investigate your complaint, it may be necessary for us to contact other services and/or access your hospital or other medical records (as appropriate).  If this is the case, before we can start to investigate and respond to you we will require your consent in order to do this.  
  • If someone is complaining on your behalf need your consent before we can investigate the complaint and disclose any information to your representative.  In cases where the patient has a lack of capacity we will need evidence that the complainant is an appropriate advocate, ie, Power of Attorney.

To avoid delay in it may, therefore, be useful when making your complaint to include your consent. You can write this in as part of your complaint or use the sample text we provide below:

Patient Consent - Sample text if you are complaining about the service you have received

I give consent for NHS South Warwickshire CCG to send my complaint to other NHS providers of care, where relevant, on my behalf, asking them to investigate and respond to my complaint in writing and for them to provide a copy of their final response to NHS South Warwickshire CCG.

I also give consent for the Investigating Officer at NHS South Warwickshire CCG to receive and have access to my hospital and other medical records for the purposes of investigation (if applicable).

[insert name, telephone/ mobile number, email address] 

Patient Consent for Third Party Representation - Sample text if someone is complaining on your behalf.

I give my explicit consent for details of my health and healthcare to be disclosed to my representative.  I agree that the CCG may disclose to my representative, [insert name], such information that is considered necessary in resolving their/or complaint.  I understand that this might involve the disclosure of highly sensitive information. 

I give consent for NHS South Warwickshire CCG to send my complaint to other NHS providers of care, where relevant, on my behalf, asking them to investigate and respond to my complaint in writing and for them to provide a copy of their final response to NHS South Warwickshire CCG.

I also give consent for the Investigating Officer at NHS South Warwickshire CCG to receive and have access to my hospital and other medical records for the purposes of investigation (if applicable).

[insert name, telephone/ mobile number, email address]

 You can also download and complete our consent form and include it with your letter. 

Please note: we will not be able to investigate your complaint until we have received consent.

How long will it take to respond to my complaint?

Complaints will be dealt with in a manner that is proportional to the issues raised.  We will aim to respond to your complaint within 25 working days of receiving consent.   

Please see following link for the NHS South Warwickshire CCG Complaints Annual Report 2018/19

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