SOCIAL CARE
From the WBC website -
'Most concerns or complaints can be resolved by speaking to the people you usually deal with, or to the manager of that service.
If you want to take your complaint further we will assist you in doing that. We have two Complaints Officers - one for complaints about Adult social care and one for complaints about Children and Young People care services. We use a 3 stage procedure that is easy to follow .
If you wish to make a complaint by email, you will need to include a contact telephone number and address in your email, and the address of the person receiving a service if this is not yourself.'
If you want to take it further, click the link below, to go to the WBC complaints and comments page.
West Berkshire web page on complaints and comments about social care services.
You can also complain to -
The Local Government Ombudsmen
They investigate complaints about most council matters including housing, planning, education and social services.
It is an independent, impartial and free service. The Ombudsmen can investigate complaints about how the council has done something.
But they cannot question what a council has done simply because someone does not agree with it.
The Local Government Ombudsmen website.
OTHER WEST BERKSHIRE SERVICES
WBC website page about complaints and comments for any other service they provide.
HEALTH
From the West Berkshire PCT website -
'Making a Complaint
Our aim is always to sort things out quickly and informally as possible. If you have a concern or complaint, please speak to the healthcare professional involved in your care. They are often best placed to deal with your concerns and will try to put things right ‘on the spot’ if they are able to do so. You will not be treated any differently because you have made a complaint.
If you have been unable to resolve things ‘on the spot’ you may wish to take up your complaint more formally with the Chief Executive.
West Berkshire Primary Care website
The Patient Advice and Liaison Service (PALS) is an informal and confidential service for NHS patients, and may also be able to help resolve concerns.
PALS page on West Berkshire PCT website
Independent Complaints Advocacy Services (ICAS)
The Independent Complaints Advocacy Service (ICAS) supports patients and their carers wishing to pursue a complaint about their NHS treatment or care. This statutory service was launched on 1 September 2003 and provides for the first time a national service delivered to agreed quality standards.
Department of Health webpage on ICAS
If all else fails..........
The Health Service Ombudsman
Investigates complaints about maladministration or failure of service by NHS Authorities and Trusts. Complaints must have been put to the Health Service body complained about first, without a satisfactory response.
Ombudsman website
