How to complain about health services in Islington
This article was last updated on 10 July 2023.
When should I complain?
As soon as possible. Complaints should be made within 12 months of the date of the event that you're complaining about.
Who do I complain to?
There are many different providers of healthcare in Islington. When you want to make a complaint, you normally complain directly to the provider of the service. However, you can complain to the organisation that funds them instead.
If you are unsure how to complain directly to the provider, you can ask them to give you a copy of their complaints procedure. This will tell you who to contact, how they will handle your complaint, and how they will learn from your complaint.
How do I complain about primary care (GPs, dentists, pharmacies and opticians)?
You can either complain directly to the provider (which may be better for informal and quick resolution) or you can complain to North Central London Integrated Care Board.
NHS North Central London ICB, Complaints Team, 2nd Floor, Laycock PDC, Laycock Street, London, N1 1TH
020 3198 9743
How do I complain about local hospitals?
Although hospital services are funded by the North Central London Integrated Care Board, if you would like to complain about a hospital service you should do so to the hospital directly. If you would prefer not to approach the hospital about the complaint, or if it is solely about the commissioning of the service, you can contact North Central London Integrated Care Board.
However, generally speaking, you should contact the Patient Advice and Liaison Service (better known as PALS) at the hospital.
Whittington Health Patient Advice and Liaison Service
University College Hospitals Patient Advice and Liaison Service
(for informal and quick resolution)
But to make a formal complaint about University College Hospitals:
The Royal Free Hospital Patient Advice and Liaison Service
020 7472 6446/ 6447
Moorfields Eye Hospital Patient Advice and Liaison Service
How do I complain about ambulance services?
Complain to the Patient Experiences Department at the London Ambulance Service.
londamb.patient.experiences@nhs.net
How do I complain about non-emergency patient transport for hospitals?
Patients should complain to the PALS office at the hospital where the transport was arranged.
How do I complain about community health services?
Community health services include physiotherapy, podiatry (foot health), district nursing and health visiting, as well as the Urgent Care Centre. These services are provided by Whittington Health.
Whittington Health Patient Advice and Liaison Service (PALS)
How do I complain about mental health services?
In Islington, mental health services are provided by the Camden and Islington NHS Foundation Trust. If you would prefer not to approach the Trust about the complaint, or if it is solely about the commissioning of the service, you can contact North Central London Integrated Care Board. However, generally speaking, you should contact Camden and Islington NHS Foundation Trust's Advice and Complaints Service.
How do I complain about 111 or the GP out of hours service?
These services have been merged into a single service called Integrated Urgent Care. It is delivered by London Central and West Unscheduled Care Collaborative. Contact the Chief Executive:
North Central London Integrated Care Board
If you have a complaint relating to the way an NHS service has been commissioned, or you have been directly affected by a commissioning decision, you can contact the Integrated Care Board via email.
Can I get help to make my complaint?
If you need support to make a complaint you can contact Rethink Advocacy.
- They can provide you with an advocate; a person who will help you to complain, and make sure that you understand your options.
- If you can self-advocate, they can provide you with the information and support you need to navigate the complaints system.
advocacyreferralhub@rethink.org
www.rethink.org/help-in-your-area/services/advocacy/rethink-advocacy-london-hub/
What if I’m unhappy with the result of my complaint?
If you are unhappy with the outcome of a complaint about any NHS provider, you can appeal to the Parliamentary and Health Service Ombudsman.
You can only contact the Ombudsman once the organisation you complained to first have completed their response, or if it has not been sorted out after 6 months.
Who do I complain to about a non-NHS service?
If you would like to complain about private healthcare, or about a social care service (for example day centres, care homes, or carers who help you in your own home), then the complaints process is different.
Social care services are provided by Islington Council. Private healthcare is offered by a range of providers.
If you would like to complain about a non-NHS service (or indeed any health service) contact our information service and we will let you know how to proceed, what support is available, and who you need to contact.
