How to complain about an NHS assessment
Following an NHS assessment for continuing healthcare or
NHS-funded nursing care, you or your relative might be dissatisfied with the
result. Here's what to do if this is the case.
Reasons for being unhappy with a decision might be
because:
the NHS decides not to proceed with a full assessment of
your relative’s eligibility for NHS Continuing Healthcare or NHS-Funded Nursing
Care
after a full assessment, the NHS says that your relative
doesn’t qualify for care, but you think that they should you have concerns about
the process used to reach the decision.
Making a complaint to the NHS
If you are unhappy with the decision not to offer a full
assessment to your relative, or feel the outcome of an assessment is not right,
you can ask the Clinical Commissioning Group (CCG) - who decide who is eligible
for NHS continuing healthcare - to reconsider its decision. You will need to
write to the CCG within six month of receiving the assessment.
If the assessment has taken place:
1. Ask to see it
and ask for an explanation as to the criteria on which the decision was
based.
2. If you can’t resolve the
issue with the Clinical Commissioning Group, you need to
escalate your challenge by requesting a referral to an Independent Review Panel
(IRP), arranged by NHS England.
3. If you are still
dissatisfied with the decision of the IRP, then you should be
given information on how to refer your relative’s case to the Parliamentary and Health Service Ombudsman,
who make final decisions on complaints about the NHS in England, including
where there is a dispute about what happened.
4. For further advice
about an NHS complaint:
In England and Wales,
contact the NHS Complaints Advocacy
In Northern Ireland,
contact the Patient and
Client Council
In Scotland,
appeal to the professional that made the decision and the appropriate NHS
board. NHS Inform has contact details for the NHS boards and information on your
rights when making a complaint. The Scottish
Public Services Ombudsman also has information on making a complaint.
Be prepared
·
If you are considering appealing a decision or
making a complaint, think about the following:
·
Have a strategy in place
to conduct the appeal, including knowing what you want to achieve.
·
Be clear about the grounds
for challenging a decision.
·
Try to be objective:
when dealing with an emotional subject it’s hard to think with your head, not
your heart, but a cool head and rational argument is likely to be more
successful.
·
The NHS is not allowed to let
budgetary considerations influence the decision. If you can
find evidence of this, then you could be on to a winner – but this is notoriously
difficult to prove.
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