The Pharmaceutical Journal Vol 267 No 7166 p373-376
22 September 2001

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PCTs and LHGs should handle complaints against contractors

Primary care trusts and local health groups should have responsibility for dealing with complaints made against National Health Service contractors, including community pharmacists, according to a review of the NHS complaints procedures. This already happens in Scotland.

The two-year independent review says that there is a high level of dissatisfaction with the current complaints procedures, which are seen as being unfair, biased and stressful.

The review suggests that a national service framework should be established for the management of complaints. The procedures for handling complaints should be the same for all health services, including primary care and family health services, it says, with the same targets for complaint resolution.

Copies of the review “Reforming the NHS complaints procedure: a listening document” can be obtained from the Department of Health, PO Box 777, London SE1 6XH (tel 08701 555 455). Responses can be sent to NHS Complaints Reform, Room 3E58, QH, Quarry House, Quarry Hill, Leeds LS2 7UE (e-mail nhscomplaintsreform@doh.gsi.gov.uk) by 12 October.

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