{"content":[{"text":"Help with your NHS Complaint – Sheet 1","bbox":{"left":0.120984,"top":0.055461,"width":0.5007680000000001,"height":0.022010999999999996}},{"text":"Enquiry, Feedback or Complaint? \n The NHS provides good quality services to most people but sometimes things do go \n wrong. Very often a problem can be resolved, quickly, easily and informally but in \n some cases people may choose to make an official complaint.","bbox":{"left":0.120984,"top":0.110075,"width":0.74839,"height":0.076126}},{"text":"An enquiry","bbox":{"left":0.120984,"top":0.197017,"width":0.10323900000000001,"height":0.01655000000000001}},{"text":"Sometimes you might feel like you just need some information or have a simple \n question which needs answering. In most NHS organisations there will be a PALS \n office which may be able to help with enquiries such as these. PALS is the Patient \n Advice and Liaison Service, and their role is to ensure that the NHS listens to \n patients, their relatives, carers and friends, and answers their questions and \n resolves their concerns as quickly as possible.","bbox":{"left":0.120984,"top":0.224525,"width":0.742474,"height":0.10563200000000003}},{"text":"Feedback","bbox":{"left":0.120984,"top":0.341009,"width":0.09028099999999999,"height":0.01655000000000001}},{"text":"Sometimes you may not want to go through an official complaints process. We \n often get people who say things like ‘I just want the NHS to learn from my \n experience’. On other occasions it might be that you want to tell other people that \n you are happy with the care you received.","bbox":{"left":0.120984,"top":0.368518,"width":0.7570100000000001,"height":0.06999899999999998}},{"text":"If you want to give feedback this way, you are welcome to contact us at \n Healthwatch. Our contact details are at the bottom of the page.","bbox":{"left":0.120984,"top":0.449475,"width":0.654656,"height":0.03422399999999998}},{"text":"A complaint","bbox":{"left":0.120984,"top":0.494515,"width":0.11194200000000003,"height":0.01655000000000001}},{"text":"An official complaint is a way to get your experience recorded and acted on using \n an official process. For an official complaint to be considered it normally needs to \n meet these criteria:","bbox":{"left":0.120984,"top":0.522024,"width":0.7457820000000001,"height":0.05220699999999989}},{"text":"","bbox":{"left":0.15122,"top":0.585098,"width":0.009272000000000002,"height":0.01746099999999995}},{"text":"Something must have happened in your NHS Care that you are unhappy with \n (this can apply to a close relative if you are complaining on their behalf) \n It must have happened recently enough to be covered by the national \n complaints regulations (usually 12 months ago or less) \n It must be possible to take some action to resolve the situation (a resolution \n could be something simple like someone saying ‘sorry’ or something more \n complex like an organisation changing the way it does something)","bbox":{"left":0.181449,"top":0.586044,"width":0.6925700000000001,"height":0.1255869999999999}},{"text":"","bbox":{"left":0.15122,"top":0.621728,"width":0.009272000000000002,"height":0.01746099999999995}},{"text":"","bbox":{"left":0.15122,"top":0.658501,"width":0.009272000000000002,"height":0.01746099999999995}},{"text":"Making a complaint can be complicated – there is a process to follow and \n sometimes the language people use can be complex. It can also be a long process \n and so it is important to decide what you want to complain about, and what you \n are hoping to achieve before starting.","bbox":{"left":0.120984,"top":0.722589,"width":0.738946,"height":0.07003499999999996}},{"text":"There is no distinction between a formal or informal complaint within the 2009 \n complaints regulations, and all complaints should be investigated and responded to \n in writing.","bbox":{"left":0.120984,"top":0.803583,"width":0.7562270000000001,"height":0.052039999999999864}},{"text":"Tel: 0161 667 2526 \n e-mail: NHSComplaints@healthwatchtameside.co.uk \n Web: www.healthwatchtameside.co.uk/nhs-complaints","bbox":{"left":0.120984,"top":0.907626,"width":0.502961,"height":0.049759999999999915}}],"images_bbox":[{"left":0.642612,"top":0.015108,"width":0.342673,"height":0.060576}],"images_bbox_not_text_overlap":[{"left":0.642612,"top":0.015108,"width":0.342673,"height":0.060576}]}