What can you expect from PACT

What can you expect from PACT, raising concerns and formal complaints

Seeking information or advice, or raising informal concerns through the Patient Advice and Complaints Team.

We will help you through confidential assistance from our Patient Advice and Liaison Service (PALS) within the team.

They will seek to help you, particularly if you are still having care and need things sorted out quickly.

If we feel that the matter is serious and may need in-depth investigation or you feel so and wish to have your concern treated as a formal complaint you can use the formal complaints process of the NHS, and we will explain how to do this and provide you with contact details for the agency that can support you.

Sometimes you will have an urgent need for help which we can deal with immediately, and then you may wish to ask us to deal with your overall experience in a formal complaint.  We are happy to follow your wishes and provide advice to enable your choice.


Whilst we endeavour to ensure that the care provided is of a high quality, we accept that sometimes things do go wrong and that the services commissioned may not meet the specific needs of individuals.

Where this is the case, our CCG is committed to listening to our patients, families, carers, advocates and other organisations and to make changes wherever possible to ensure that service improvements are made, and that the patient experience is enhanced.

You are able to make a complaint anonymously, if you wish; however this may affect the response to your complaint as it may not be specific. 

In accordance with the new NHS Complaint Regulations which came into force on 1 April 2009 following the Department of Health’s guidance document Making Experiences Count, you can expect us to:

  • Acknowledge your complaint within three working days of receiving it
  • Offer to discuss your concerns and resolve them straight away, if possible
  • Manage your expectations by agreeing with you the issues of your complaint and how you would like them resolved
  • Respond to you in a manner agreed with you in a timeframe agreed with you
  • Keep you informed if we require further information or an extension to the agreed timeframe
  • Offer you independent help with making your complaint
  • Be open and accountable
  • Be fair and proportionate in investigating your concerns
  • Apologise if we have made a mistake
  • Try our best to put things right
  • Learn from mistakes and feedback and change practise where necessary
  • Keep you informed of further changes or improvements made as a result of your complaint if you so wish.

What if I am still dissatisfied?

If you are still unhappy with our response following our investigation into the concerns you have raised, we would welcome the opportunity to respond further.

If you remain dissatisfied with how your complaint has been handled, you are entitled to forward your complaint to the Parliamentary and Health Service Ombudsman for review. The Ombudsman will only review those complaints that have completed local resolution through the practice or our CCG.

The Ombudsman’s Principles of Good Complaint Handling

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