In light of the impact of COVID-19 on NHS services, NHS England has issued advice on how CCGs should deal with formal complaints during this difficult time. This advice is that the NHS Complaints process may be “paused” for three months to allow NHS staff providing healthcare to concentrate on this and responding to the challenges of COVID-19.
As a result of this there will be some limitations to the complaints service that we will be able to provide. However, you can be assured of the following:
- You will still be able to make a formal complaint or raise concerns about NHS services in South West London (our contact details are below).
- All complaints and concerns will be acknowledged and recorded.
- They will also be checked for whether any immediate actions are needed to ensure patient safety.
To ensure that the delivery of our COVID-19 response is not affected, we will, for the duration of the pause, only investigate and respond to complaints where matters requiring urgent attention are involved. Any other complaints will be responded to in due course once the pause has ended.
We very much value the views of patients and other people, and consider any complaint or enquiry about the services we commission as a vital part of reviewing and, where necessary, improving these.
Submit a complaint, comment or compliment
Write: NHS South West London Clinical Commissioning Group, 120 The Broadway, Wimbledon, London SW19 1RH
Telephone: 0800 026 6082