Making a complaint about the Healthcare Commission

Although the Healthcare Commission sets high standards for our work, we accept that there will be improvements that we can make.

This information describes the procedure to follow if you have a complaint about the Healthcare Commission, our employees or people acting on our behalf, and has been created for the public, independent healthcare providers and NHS trusts who may want to complain about us.

• What we can do to help
• What we cannot do
• What happens in an investigation?
• Stage one complaint
• What happens next

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What we can do to help

There are two types of complaints we can help you with:

• Complaints about the Healthcare Commission
  This is where you believe we have not carried out our work.
• Complaints about the way we have handled your personal information, or a written request for information that you have made to us
  Complaints that fall into this area are dealt with under a slightly different process.

Complaints should normally be lodged within six months of the date that you first become aware of the incident.

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What we cannot do

• complaints about the Government, complaints about the NHS, or complaints about independent healthcare services are handled under different processes - you should first take your complaint to that organisation
• we would not consider a complaint about our handling of an independent review of an NHS complaint if the substance of that complaint is that you do not agree with our decision
• appeals against decisions made by the Healthcare Commission in relation to the registration of providers of independent healthcare
• a request for a review by an NHS trust of its annual health check rating

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What happens in an investigation?

You can make your complaint by letter, fax or by e-mail. Where appropriate you should include your name, your contact number and your mail address. If you are unable to make your complaint in writing, we will take your complaint by telephone.

In some instances we may have to make a decision whether it is possible to follow up an anonymous complaint.  By giving your name and contact details you will make it easier for us to investigate your complaint.

You must clearly specify the complaint(s) that you wish to see addressed, what action you are seeking and include any supporting papers or information relevant to the complaint.

For complaints about the Healthcare Commission, we have a two-stage process for handing complaints, whereby if you are not happy with the outcome of stage one, you can request a stage two review by someone more senior within the Healthcare Commission to handle your complaint.

The investigation will focus on:

• establishing what we know about what happened, in relation to each aspect of your complaint
• identifying opportunities to do things differently in the future
• responding to you regarding the action that you have sought

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Stage one complaint

If you know the department that is relevant to your complaint, or the name or title of an appropriate member of staff, please make your complaint to them. If you are unsure who to speak to then direct your complaint to our helpline who will pass your complaint onto the appropriate department or person.

Within five working days of receiving your complaint we will write to you confirming receipt of your complaint. This letter will contain information about who will be handling your complaint, the next steps and may ask for further information if necessary.

At this point the Healthcare Commission will conduct an investigation into your complaint, which may include producing a report, reviewing relevant documents and interviews with staff.

We aim to resolve the complaint within 20 working days of your contacting us. We will write to you advising the outcome of the investigation, and if necessary your options for further steps. If we are unable to resolve your complaint within this timeframe we will also write to you and let you know why.

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What happens next?

We hope that you will be satisfied with the outcome of our investigation, which may be:

• an apology, by letter, telephone or in person
• a full explanation of what happened and why
• action to put matters right
• rejection of your complaint

What if I am unhappy with the outcome?

If you are unhappy with the outcome of our investigation then you may be able to request a stage two review of your complaint.

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