NHS Kernow’s website closed on 30 June 2022. Visit the NHS Cornwall and Isles of Scilly Integrated Care Board website for information about our health and care services.
If you contact our chief officer with concerns about NHS Kernow, your complaint will be passed to the complaints team. The team will contact you to discuss your concerns and determine the way forward. The complaints manager will ensure the chief officer is updated regarding your case.
GPs, dentists, pharmacists and opticians are independent contractors and the law requires them to have their own complaints procedures. You should direct your complaint to them. However, if you have concerns about doing so, please contact NHS England.
For complaints about other organisations, please contact the organisations direct.
The general principle of the NHS complaints procedure is to complain to the organisation you consider to be at fault.
You can complain if you have been affected, or are likely to be affected, by something NHS Kernow has or has not done. You can also complain on behalf of someone else if you have their permission in writing.
You should complain within 1 year of the event happening. You can also complain within 1 year of becoming aware of an event. This time limit can be extended if there are good reasons why you could not complain earlier and it is still possible to investigate the complaint effectively and fairly.
Local resolution aims to sort out your complaint quickly and fairly. Our complaints manager will talk to you about how to resolve your complaint. This will include setting a time limit for your complaint to be investigated and a response made. Please include your telephone number if you write to us so that we can contact you. If you have already complained to your healthcare provider, we will not be able to re-investigate the same concerns.
If you are not happy with how we have dealt with your complaint, and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman. They make the final decisions on complaints that have not been satisfactorily resolved by public organisations. The service is free for everyone. To make a complaint, go to the Health Service Ombudsman website or call 0345 015 4033.
If you feel unable to make a complaint about an NHS service on your own, or would like the support of someone independent, contact The Advocacy People. They provide a local health complaints advocacy service. You can also call them on 0330 440 9000. The service is free and independent of the NHS. Other advocacy providers may charge you for their services.