FAQs

Who can complain

Anyone can complain about NHS services or treatment they have received, or if they have been affected by the actions or decisions of an NHS organisation, or primary care practitioner. If you are unable to complain yourself, someone can act on your behalf with written consent.

Your rights and how to make a complaint

A complaint should be made within 12 months from the date it occurred or when it came to your attention. In some cases if there is good reason why you could not complain sooner and it is still possible to investigate your complaint, it may be possible to waive the time limit.

If you want to raise a complaint with a primary care service (including GP practice, dentist, or pharmacy), please try to make an initial formal complaint directly to the service you have issues with. For example, if you have had issues with your GP, please raise your concern with you GP practice manager.

If after doing this you are not content with the outcome, you may want to escalate your complaint to NHS England. You can contact NHS England on 0300 311 2233 or by sending an email to england.contactus@nhs.net 

If you are not satisfied with the result, you may wish to proceed further with your complaint and contact the Parliamentary and Health Service Ombudsmen by calling 0345 015 4033 or emailing phso.enquiries@ombudsman.org.uk

To make a complaint about hospital services, you should contact your local PALS (Patient Advice and Liaison Service). Grimsby hospital PALS can be contacted on 0345 015 4033. More information about PALS can be found here.

If your complaint is about a Clinical Commissioning Group (CCG) commissioning or funding decision you should call 0300 3000 500 or send an email to nelccg.askus@nhs.net

If you have tried the procedure above and are dissatisfied with the response, please contact the Parliamentary and Health Service Ombudsmen by calling 0345 015 4033 or emailing phso.enquiries@ombudsman.org.uk

The NHS website also gives details of your rights and how to make a complaint.

If you want to make a complaint against an NHS service that is independent of the NHS you may want to contact Cloverleaf Advocacy. Cloverleaf support people who have experienced problems with an NHS service to have their concerns heard. The service is free, independent of the NHS and confidential. You can email them at voicestogether@cloverleaf-advocacy.co.uk or Telephone 0303 303 0413

If you want to make a complaint about NAViGO, you can do so by speaking to their Patient Advice and Liaison Service (PALS). There are several ways you can contact them, as below:

• You can complete a form by clicking here
• You can call them on 01472 583040 between the hours of 9am to 5pm Monday to Friday.
• You can email them at: pals@nhs.net
• You can write to them at:

NAViGO House

3-7 Brighowgate

Grimsby

North East Lincolnshire

DN320QE

If you wish to complain about Focus Adult Social Care, you can do so by speaking to PALS on:

• You can call them on 0300 3000 500
• You can emil them at: askus@nhs.net
• You can write to them at:

Customer Care Team

North East Lincolnshire CCG

Municipal Offices

Town Hall

Grimsby

DN31 1HU

If you would like to complain about a care home, you can complain either by phone, in person, by email or through a letter to the service provider. If you make a complaint verbally the care home should provide you with a copy of the complaint. You can find more advice and information here.

As an NHS Patient, some of your key rights are to:

• Receive NHS services free of charge
• Not be discriminated against
• Be treated with professional standards by qualified and experienced staff
• Expect NHS organisations to monitor and try to improve continuously the quality of their services
• Be treated with dignity and respect
• Accept or refuse treatment and only be physically examined with consent
• Be given information about any test and treatment options open to you, what they involve and their risks and benefits
• Have access to your own records
• Privacy and confidentiality
• Have any complaint acknowledged within three days and properly investigated
• Compensation if harmed by negligent treatment

Some of the NHS key pledges to patients are to:

• Ensure that any transfer between services is as smooth as possible and you are fully involved
• Provide a clean and safe environment 
• Share with you any letters sent between clinicians about you
• treat you with courtesy and give support in the handling of any complaint and ensure it has no effect on any future treatment
• Identify, acknowledge and learn from mistakes, complaints and claims

Some of your responsibilities are to:

• Treat NHS staff and other patients with respect
• Keep appointments or cancel within a reasonable time
• Give positive or negative feedback about your experiences and the treatment and care you receive

Did you know…?

If a GP needs to refer you for a physical or mental health condition, in most cases you have the right to choose the hospital or service you’d like to go to. This will include many private hospitals if they provide services to the NHS and it does not cost the NHS any more than a referral to a standard NHS hospital.

You can also choose a clinician team led by a consultant or named healthcare professional, as long as that team provides the treatment you require.

There are exceptions, and you do not have a legal right to choose if:

• You need urgent or emergency treatment
• You’re serving in the armed forces
• You’re accessing maternity services
• You’re detained under the Mental Health Act
• You’re detained in or on temporary release from prison, in court, an immigration removal centre or a secure children’s home
• You’re referred to high-security psychiatric services or drug and alcohol misuse services provided by local authorities

You can visit GOV.UK to read more about your legal right to choice in the NHS by clicking here.

You cab also find out how a consultant performs for a particular procedure or compare consultants from different hospitals before you make your choice. Click here to access the NHS Consultant search tool.

Many people have told us that they are finding it difficult to find NHS dental services locally.

Is this the case for you? Please tell us your experiences. 

The NHS UK  website has details of any NHS dentists in your area taking on new clients, however the site is not always up to date so ringing dentist directly may also help.

If after contacting several dental practices you still can’t find a dentist accepting NHS patients, you should call NHS England’s Customer Contact Centre on 0300 311 2233.

NHS England commissions dental services in England and is required to meet the needs of their local population for both urgent and routine dental care. 

If NHS England has been unable to help you find a dentist and you want to raise your concerns about this, contact them on: 

• email: england.contactus@nhs.net
• phone: 0300 311 2233
• visit the NHS England website

If you’re still not satisfied with NHS England’s response, you can take your complaint to the Parliamentary and Health Service Ombudsman. 

If you have a dental emergency, or are experiencing pain, bleeding, or swelling, please call NHS 111 for advice.

If appropriate, they may be able to book you in for an emergency dental appointment. 

If you find a dentist…

When registering with a dentist, you are not bound to a catchment area, so you can simply find a dental practice that’s convenient for you, whether it’s near your home or work. 

Dental practices don’t always have the capacity to take on new NHS patients- you may have to join a waiting list, look for an alternative practice that is taking on new NHS patients, or be seen privately.

Once you find a dental practice, you may have to fill in a registration form at your first visit, which is purely to add you to their patient database. 

Dental emergency and out-of-hours care

If you think you need urgent care, contact your usual dentist as some practices offer emergency dental slots and will provide care if clinically necessary. You can also call NHS 111, who can put you in touch with an urgent dental service. 

Please note: Do NOT contact your GP, as they will not be able to offer urgent or emergency dental care. 

How much will it cost?

The emergency dentist will only deal with the problem at hand and provide clinically necessary treatment to stop any pain. An urgent dental treatment will always be charged at Band 1 (£23.80).

For more information about the cost of NHS dental treatment, click here.

When you’re feeling unwell or have an injury, it can be difficult to know where to turn for support. But by making sure you use the most appropriate service, you can help to ensure your issue is dealt with quicker, and reduce pressure on the NHS.

At-home self care:

Minor injuries and illnesses such as cuts or grazes, coughs and colds can be treated at home. Try and keep basic medication such as paracetamol and cough syrup in a secure place (out of the reach of children) to use when needed.  A small first aid kit containing plasters, antiseptic wipes and bandages can also be useful for small cuts and mild burns. 

Pharmacy:

Pharmacists can offer a range of advice and medicines for illnesses such as stomach trouble, allergies, aches, pains, colds and more. 

Many can also offer advice on any any travel vaccinations you may require, in addition to administering flu jabs. 

If you have questions or concerns about a medication you are taking, or are experiencing side effects, your local pharmacist can offer advice and information. 

If a pharmacist is unable to help you further, they will advise you which service is the most appropriate to use. 

GP:

For illnesses that cannot be treated at home or at a pharmacy, please book an appointment with your registered GP. This includes concerns around your mental health, as well as physical health.

Your GP can provide advice, examinations, prescriptions, vaccinations, and referrals to other services for further investigation or treatment where necessary.

111.nhs.uk:

If you are unable to see your doctor but you need advice quickly, please visit 111.nhs.uk.

You will be asked a series of questions about your symptoms, and then given advice on when and where to seek help. 

If needed, a nurse practitioner will also be able to give you a call to discuss your issues further. 

This service is available 24/7.

NHS 111:

If you need urgent advice and cannot wait to see your GP, and don’t have access to the internet to use 111.nhs.uk please call NHS 111.  A trained operator will ask you questions about your symptoms and be able to provide advice.

NHS 111 is available 24/7.

Minor Injuries Unit/Urgent Treatment Centre:

You can go to an urgent treatment centre if you need urgent medical attention, but it’s not life threatening. 

This includes treatment or conditions and injuries such as sprains, suspected broken limbs, minor head injuries, skin infections and rashes, eye problems, sickness, and diarrhoea. 

Accident and Emergency (A&E):

A&E departments in hospitals are open 24/7 for people who are experiencing life-threatening illnesses such as loss of consciousness, acute confused state and fits that are not stopping, severe chest pain, breathing difficulties, bleeding which wont stop, severe burns, stroke, or major trauma such as the result of a traffic accident. 

999:

You should only call 999 in  medical emergency. This is when someone is seriously ill or injured and their life is at risk, and you can’t safely get them to A&E.

Medical emergencies can include loss of consciousness, an acute confused state, fits that don’t stop, severe chest pain, breathing difficulties, severe allergic reactions, severe bleeding which won’t stop, or a serious head injury.

Call 999 immediately if you or someone else is having a heart attack or stroke. Every second counts with these conditions. 

If you are struggling with your mental health, it’s important that you seek help as soon as possible.

Below are a number of different services and organisations who provide a variety of advice and support, depending on what your issue is and your age.

Single Point of Access (SPA)

If you’re in a mental health crisis and need urgent help, call the Single Point of Access on (01472) 256256 and select option 3. They are available 24 hours a day, 7 days a week.

Alternatively, you can call NHS 111 free from a landline or mobile phone.

Your GP 

If you are struggling with low mood, anxiety, or other mental health difficulties, you may want to speak to your GP. Your GP will ask you some questions about how you’re feeling, and may provide you with advice or a treatment plan, which could include a referral for counselling or a mental health assessment, or a prescription to help with your symptoms. 

Safespace Crisis Café

Safespace is an out-of-hours, open door crisis cafe where you can get instant and practical mental health support.

If you’re feeling vulnerable in the evenings, you can drop into Safespace Monday-Friday, 5.30pm-11pm and speak to fully-trained mental health professionals who will help you manage your wellbeing.

Or, if you’d rather stay at home, you can contact them using Zoom between 5.30pm and 11pm, Monday to Friday.

It’s a judgement-free zone and they welcome those who are in need – whether that be due to loneliness, isolation or emotional vulnerability.

Safespace is a former NAViGO Project of the Year winner and a joint initiative with North East Lincolnshire Mind. They opened their doors in April 2019.

For more information visit their website www.navigocare.co.uk/safespace

Open Minds

Open Minds offers a range of therapies aimed at helping you to deal with stress, anxiety or depression.

If you’re 16 or above and registered to a GP in North East Lincolnshire, they offer free access to treatments that can help you to maintain positive mental health and wellbeing.

As well as stress, anxiety and depression, they also help you to better understand and manage other conditions, like PTSD, OCD, panic attacks and sleep problems.

Their friendly practitioners can support you in person at their NAViGO House base, but they offer a range of virtual alternatives, too – including online courses and self-guided SilverCloud therapy. The treatment you receive will depend on your symptoms and personal goals and they’ll work with you to find the best option.

NAViGO Open Minds is a dedicated Improving Access to Psychological Therapies (IAPT) service – a national talking therapies initiative to help support people to overcome depression and anxiety and better manage their mental health.

You can self-refer to Open Minds by clicking here or alternatively to find out more about Open Minds visit their website www.navigocare.co.uk/open-minds

Every Mind Matters

On the NHS website you can find the Every Mind Matters page, which provides information and advice on how to manage low mood, anxiety, sleep problems, and stress. The website contains practical tips, as well as resources to access further support.

Visit www.nhs.uk/every-mind-matters

Qwell

Qwell for Men is a free online mental health and wellbeing support service for men. The service is available to men aged 18 and over, providing a safe and confidential space to share experiences and gain support from qualified professionals.

You can find out more and create an account at www.qwell.io/hcv

Kooth

Kooth is a free online mental health and emotional wellbeing support service for children and young people living in North East Lincolnshire.

People aged between 11 and 18 in these areas can register to use Kooth, a free, anonymous online counselling and emotional wellbeing service which can be accessed using a computer, smartphone or tablet device.

It offers one on one online sessions with qualified counsellors, peer-to-peer support through moderated online forums, and the opportunity to read and contribute articles.

Kooth can also be used to keep an online journal and track your wellbeing via an interactive goal tracker. There are no waiting lists or thresholds for use, so people can use the service as soon as they register.

For more information and to register an account, please visit www.kooth.com

Young Minds

Young Minds are the UK’s leading charity fighting for children and young people’s mental health.

Their website provides information for both young people and their parents and carers, to help provide support for a range of mental health difficulties.

They also provide a free 24/7 text support for young people across the UK experiencing a mental health crisis. To use their crisis service, please text YM to 85258

For more information and to access their other resources, please visit www.youngminds.org.uk/

First episode Rapid Early intervention for Eating Disorders (FREED)

NAViGO is part of the FREED network, providing a rapid response service for 17.5 to 25 year-olds who have been living with a first episode eating disorder for less than 3 years.

First episode Rapid Early intervention for Eating Disorders (FREED) is an evidence-based early intervention model for eating disorders, tailored to young people’s needs.

If you or someone you care about is suffering from an eating disorder the best way forward is to get help and support as early as possible.

You can refer yourself by completing the contact form. You will be contacted within 48 hours with assessment beginning within two weeks. If you are in a mental health crisis, please call (01472) 256256 and select option 3 or contact one of the other organisations here.

North East Lincolnshire Mind

NEL Mind are here to make sure anyone with a mental health problem in Grimsby and Cleethorpes has somewhere to turn for advice and support.

Originally Grimsby and Cleethorpes District Mind, North East Lincolnshire Mind is located at Kent Street in Grimsby. As well as helping people to enhance their quality of life, they also support them to engage in meaningful activities within a community setting with social and emotional support. They help each person they work with to increase their independence and achieve the goals they set for themselves.

As a charity North East Lincolnshire Mind has an ambitious vision for the future in which they will not give up until everybody experiencing a mental health problem gets both support and respect.

Phone: 01372 349 991

Email: info@nelmind.org.uk

Address:

North East Lincolnshire Mind

73 Kent Street

Grimsby

DN327DH

Advocacy means getting support from another person to help you express your views and wishes, and to help make sure your voice is heard. Someone who helps you in this way is called your advocate. 

Cloverleaf Advocacy support people in North East Lincolnshire with a variety of different types of advocacy including;

• Independent Mental Health Advocacy
• Care Act Advocacy
• Independent Mental Capacity Advocacy
• DoLS IMCA
• Relevant Person’s Representative
• Independent Health Complaints Advocacy
• Non Statutory Community Advocacy
• Carers Advocacy

If you feel you would benefit from the support of Cloverleaf Advocacy, you can self refer by completing an online form at cloverleaf-advocacy.co.uk/referral-forms.php

Alternatively email them at enquiries@cloverleaf-advocacy.co.uk or phone 0303 303 0413

If you feel you need some additional support in the form of a carer, specialist equipment, or financial support, phone Single Point of Access (SPA) on 01472 256 256. SPA offers confidential advice and information over the phone 24 hours a day, 365 days a year.

Care Assessment

Anyone is entitled to a care assessment if they feel they need support with care needs or to continue to live independently.

A care assessment is an opportunity to look at what support would help you remain independent and explore how to meet your care needs. There is no charge for a care assessment.

You can complete an online initial care assessment by clicking here and once complete they will tell you if you’re likely to be eligible for support from them.

They will also give you suggestions on how you might meet your own needs. After looking at the advice and information they provide, you might decide that you can resolve your issue without asking them for an in-depth assessment.

If you’re unable to complete the care assessment online or aren’t able to phone SPA then you can visit the Carers Support Centre, 1 Town Hall Square, Grimsby DN31 1HY for more information.

Choosing a care home for yourself or a loved one can be a difficult decision to make and isn’t something you should rush.

There are two main types of care home; residential care homes or nursing care homes.

• Residential care homes can provide short term care (respite) or long term care and include accommodation, meals and personal care
• Nursing homes have registered nurses on site who can provide help with more complex health needs.

If you decide that a care home would be the most suitable option, then you may want to have a care assessment to see if you can have any financial support towards your care.

It is also recommended that anybody who is going to be accessing social care should seek independent financial advice so they can get the most out of their assets and savings.

Finding the right home

When starting to consider which home is the right one, it’s worth taking the time to gather as much information as possible. Things to think about include:

• The home’s location
• The cost of care
• The home’s services

You may also want to:

• Phone the care home or visit their website to request a brochure
• Request a visit to look around the care home and speak to staff face-to-face.
• Read the latest inspection report about the care home by the CQC.

At Healthwatch North East Lincolnshire, we regularly carry out visits to local care homes and produce reports on our findings. These are available for you to read under ‘What We Do’. 

The NHS website has a handy search tool that lets you find care homes near you, view what others have said about them, and access the latest CQC inspection reports.

More Support

There are many sources of information that can help you choose the right home for you. You can get further advice and assistance to help you choose a care home from a range of other websites such as:

• Which?
• Age UK
• Independent Age
• Gov.UK
• NHS
• Money Advice Service

Live Well North East Lincolnshire  is a one-stop place for residents and visitors to find a wide range of organisations; support groups, community groups, events and activities that can help improve their health and wellbeing.

Click here to be directed to the Live Well North East Lincolnshire online directory