This is in two stages:

1)    Local resolution

This is where the complainant will seek to raise the matter concerned with the appropriate member of staff or with the relevant organisation which will have a complaints manager. Most complaints are dealt with satisfactorily at this stage.

The management of the hospital take a keen interest in ensuring that the complaint process is dealt with in a proficient manner.

Any complaint must ideally be raised within 12 months of the event or complaint subject matter occurring.

2)    Parliamentary & Health Service Ombudsman

If the complainant is still not satisfied after this process then he or she has the option of taking the matter to the Parliamentary and Health Service Ombudsman.

The current complaints procedure has replaced the now defunct Healthcare Commission which used to conduct an independent review into the complaint received. The Care Quality Commission has now taken on many of the Healthcare Commission's functions but it doesn't review individual cases.

Please be aware that financial compensation is not usually considered as part of the NHS complaints procedure. Such matters are deemed to be outside the remit of the formal complaint process.

Separate legal enquiries should be made regarding any potential medical negligence compensation claim. Such enquiries do not prevent a formal complaint from being processed.