Feedback and Complaints

Portsmouth Clinical Commissioning Group aims to commission high quality services.

If you have an issue about health services in your local area please contact the Complaints and Concerns Team (details listed to the right). You can also use the form at the bottom of this section.

When you make a complaint you need to provide your postal address, email address (if you have one and wish to use it) and contact telephone number along with as much detail as possible about the complaint. This will help us handle your complaint as quickly as possible. We will ring you to discuss how you would like your complaint handled and what outcome you are seeking.

When we investigate your complaint we may need to share your personal information with other organisations. We will only share information that is relevant to the investigation and it will only be disclosed to those people who have a clear need to know for the purposes of investigating your concern. It will help us to handle your complaint as quickly as possible if you give us your consent to share your information if required when you make your complaint.

If you would like independent advice or support through the complaints process, Healthwatch Portsmouth may be able to help you.

Healthwatch Portsmouth works locally in Portsmouth to making sure people’s views and experiences are heard by those who run, plan and watch over health and social care services in Portsmouth.

They offer a free, independent and confidential service that provides help and information in making a complaint about the NHS.

Complaints related to the HM Government Code of practice on the English language requirement for public sector workers (the fluency duty) will be considered under the CCG’s Complaints, Concerns, Comments and Compliments Policy.

The fluency duty defines a legitimate complaint as “one about the standard of spoken English of a member of staff in a customer-facing role. It will be made by a member of the public or someone acting on his or her behalf complaining that the authority has not met the fluency duty”. However, the duty also states that “a complaint about a member of staff’s accent, dialect, manner or tone of communication, origin or nationality would not be considered a legitimate complaint about the fluency duty.” Public authorities are not obliged by the fluency duty to respond to complaints that are vexatious, oppressive, threatening, abusive, without foundation and/or which are intended to result in harsh or wrongful treatment of the person who is the subject of the complaint. In these types of circumstances a complaint will not be taken forward by the CCG.

If you are not satisfied with our response you should write to us stating the reasons why you are dissatisfied. We will arrange to review and provide a further response to your complaint, unless agreed otherwise.

You have the right to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint, at the end of the local resolution stage of the NHS complaints process, if you are not satisfied with the way your complaint has been dealt with by the NHS.