Concerns and complaints

If you would like to raise a concern or complaint about our services, or the care that you or a family member have received, you can do so in a number of ways.

Many concerns and questions can be resolved quickly through a discussion with our Patient Advice and Liaison Service (PALS) before or without the need to start a more formal complaints process. Dorset HealthCare's PALS helpline is available on Freephone 0800 587 4997 or via email at dhc.pals@nhs.net

Read more about our Patient Advice and Liaison Service (PALS).

Complaints

If you feel that we haven't given you the care you expected or needed, and you don't believe our Patient Advice and Liaison Service (PALS) can help, you can tell us about it by making a complaint. You normally have about a year to do this*. Making a complaint will not have any adverse effect on your current or future care and treatment.

If you are unable to complain yourself, you can choose someone else to complain on your behalf. You can make a complaint in a number of ways:

Write to:
Complaints
Dorset HealthCare
Sentinel House
4-6 Nuffield Industrial Estate
Poole
Dorset BH17 0RB

Telephone:
01202 277024 / 277025

Email:
dhc.complaints@nhs.net

If you make a complaint via these routes, a senior manager will investigate your concerns. You will be kept updated throughout the investigation, and we will write to you at the end of the investigation to let you know what has been done to resolve your complaint.

If you are unable to complain yourself, you can ask someone else to complain on your behalf, e.g. a relative, carer or an advocate (see advocacy services, below), with your consent.

*Under the NHS Complaints Procedure, complaints are usually investigated only if they are made within 12 months of the event, although this time limit can be waived if there are good reasons for the delay.

 

Information about Dorset HealthCare PALS, and other local NHS and social care services 

Our team can only help with concerns, feedback, or complaints about health care services provided by Dorset HealthCare, which includes:

  • Dorset's 12 community hospitals and minor injuries units
  • adult and children's community health services (physical and mental)
  • specialist learning disability services
  • community brain injury services
  • integrated sexual health and HIV service.

You can find more detailed information about Dorset HealthCare services here.

We are unable to investigate concerns or answer enquiries about other NHS organisations, GP surgeries and social care organisations such as:

  • Dorset NHS acute hospital trusts – University Hospitals Dorset (Poole Hospital and Royal Bournemouth Hospital) and Dorset County Hospital
  • primary care services including general practitioners (GPs), dentists, pharmacists and opticians
  • commissioning and funding (including NHS continuing healthcare) of health care services in Dorset
  • patient transport providers
  • adult and children’s social care services
  • private providers.

 It is the responsibility of the service you have concerns about to investigate and address your issues directly.

If your enquiry does not relate to services provided by Dorset HealthCare, please redirect your email to the appropriate service.

Dorset County Hospital 

0800 7838058

complaints@dchft.nhs.uk

University Hospitals Dorset

0300 019 8499

patientexperienceteam@uhd.nhs.uk

Primary Care Services Including general practitioners (GPs), dentists, pharmacists, opticians, commissioning and funding (including NHS Continuing Healthcare) of health care services in Dorset

NHS Dorset Integrated Care Board (ICB)

Vespasian House, Barrack Road, Dorchester DT1 1TG
Telephone: 01305 368926
Email: customer.careteam@nhsdorset.nhs.uk

 
Dorset NHS Acute Hospital Trusts

Dorset County Hospital NHS Foundation Trust

Williams Avenue, Dorchester DT1 2JY
Telephone: 0800 7838058
Email: complaints@dchft.nhs.uk

Complaints – Dorset County Hospital NHS Foundation Trust

University Hospitals Dorset (Poole and Royal Bournemouth Hospitals)

Castle Lane East, Bournemouth BH7 7DW
Telephone: 0300 019 8499
Email: patientexperienceteam@uhd.nhs.uk

Patient Advise and Liaison Service (PALS)

You can search for PALS teams in England here .

 

Patient Transport providers

E-zec Medical Patient Transport Service
Terminal Building, Redhill Aerodrome, Kings Mill Lane, Redhill, Surrey RH1 5YP
Telephone: 0300 777 5555
Email: feedback@e-zec.co.uk

Complaints – E-zec Medical Patient Transport Service

South Western Ambulance Service NHS Foundation Trust
Abbey Court, Eagle Way, Exeter EX2 8HY
Telephone: 0300 369 0133
Email: patientexperience@swast.nhs.uk

Complaints – South Western Ambulance Service NHS Foundation Trust

 

Adult And Children’s Social Care Services

BCP Council (Adult social care)
Town Hall, Bourne Avenue, Bournemouth BH2 6DY
Telephone: 01202 454979
Email: care@bcpcouncil.gov.uk

BCP Council (Children’s social care)
Town Hall, Bourne Avenue, Bournemouth BH2 6DY
Telephone: 01202 458101
Email: mash@bournemouth.gov.uk

Dorset Council (Adult social care)
Dorset Direct, County Hall, Colliton Park, Dorchester DT1 1XJ
Telephone: 01305 221016
Email: adultaccess@dorsetcouncil.gov.uk

Dorset Council (Children’s social care)
East District: Cedar House, Cobham Road, Ferndown Industrial Estate, Wimborne BH21 7SB
Telephone: 01305 221016
Email: eastdistrictchildcare@dorsetcouncil.gov.uk

West District: Floor 2 South Annexe, County Hall, Colliton Park, Dorchester DT1 1XR
Telephone: 01305 221450
Email: westdistrictchildcare@dorsetcouncil.gov.uk

 

Advocacy services

If you are unhappy with the service you have received from the NHS, free and independent advocacy services can help you to make your complaint and offer support and representation.

An advocate is someone who can support you in a number of different ways; for example, an advocate might help you access information you need, write letters on your behalf or go with you to meetings.

The health complaints advocacy service in Dorset and Southampton is provided by an organisation called The Advocacy People. Their contact details are:

The Advocacy People

PO Box 375, Hastings, East Sussex, TN34 9HU

Tel: 0330 440 9000

Text 80800, starting message with PEOPLE

Website

The Dorset Mental Health Forum also provides Independent Mental Health Act Advocacy (IMHA) which is a free and confidential service for any adult or young person in Dorset who is subject to the Mental Health Act 1983, as well as a general mental health advocacy service for anyone over 18 years of age in Dorset who is experiencing mental health problems.

Parliamentary & Health Service Ombudsman and Care Quality Commission (CQC)

If you are unhappy with the outcome of your complaint you can contact the Parliamentary and Health Service Ombudsman, at:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Tel: 0345 015 4033

Complaints about the use of the Mental Health Act 1983 and the Care Quality Commission (CQC)

We are able to investigate complaints about care and treatment provided prior to, during and after a period of detention under the Mental Health Act 1983 (MHA). 

If you are concerned about the appropriateness of your detention under the MHA and wish to be released from your Section, you will need to apply for a Mental Health Act Hospital Manager’s Review or Mental Health Act Tribunal.

The CQC is the independent regulator of health care and adult social care services in England. The Mental Health Act 1983 gives the CQC the power to investigate certain complaints about the care of patients whose rights are or have been restricted under the Mental Health Act.  This includes care that has been provided during a period of detention in hospital or while on a guardianship or community treatment order.

If you are unhappy with the outcome of your complaint to Dorset HealthCare, you can also raise your complaint with the CQC, who can be contacted on:

Telephone:  03000 616161 and press ‘1’ to speak to the mental health team.

Email

Write to: CQC Mental Health Act, Citygate, Gallowgate, Newcastle NE1 4PA

Website

Other useful websites

You may also find the following organisations and websites helpful if you have a concern or complaint about your healthcare:

Patients Association

Healthwatch Dorset

NHS Dorset

Vespasian House, Barrack Road, Dorchester, DT1 1TG

Telephone: 01305 368926

Email: customer.careteam@nhsdorset.nhs.uk

NHS England – leads the NHS in England

NHS Website

Care Quality Commission

Compliments, concerns and complaints