This is a page of resources to help people give feedback, raise a concern or make a complaint:
- Speakup Self-Advocacy resources for autistic people
- Speakup Self-Advocacy resources for people with a learning disability
- Booklet for families and paid carers
- Film for people and families
We have worked with Speakup Self-advocacy and others to produce two sets of resources.
- An easy read booklet for people with a learning disability or a learning disability and autism. This booklet tells you more about feedback, concerns and complaints. It has lots of useful tips to help you do any of these things. It also contains a form you can fill in if you want to give feedback, raise a concern or make a complaint. There is also a template of this form that organisations can adapt and make their own.
- A booklet for autistic people with a separate form people can use for their own feedback, concerns and complaints. There is also a template of this form that organisations can adapt and make their own.
These resources can be found here: www.speakup.org.uk/asklistendo
Easy read leaflet
We worked with families and paid carers around England with the help of Bringing us Together to create a booklet to help families, parent and carers of people with a learning disability and autistic people to give feedback, raise concerns and make complaints across education, health and social care. Read the top tips for family and carers.
We have also produced a range of materials for organisations and practitioners which people may like to share with organisations they are in contact with.
We have produced an awareness raising film for people with a learning disability, autistic people, families and carers which can help when giving feedback, raising a concern or making a complaint:
Here are some blogs written by people with first-hand experiences of the challenges faced giving feedback, raising concerns and making complaints across education, health and social care and also some solutions about how to make conversations count between people and professionals.
- Paula McGowan: Ask Listen Do: Oliver’s Story
- Simon Knight: Working together to help children
- Ted Goodman: Putting together two views to get the whole picture
- Mary Busk: Staying healthy and connected when caring for someone with learning disability and autism
Ask Listen Do
Learning Disability Programme
NHS England, Room 4W23
Quarry House, Leeds LS2 7UE
Feedback and complaints about NHS services
NHS England collects feedback about NHS services using the Friends and Families Test. This information is used by service providers and commissioners to understand whether their patients are happy with the service provided, or where improvements are needed.
The service providing your care or treatment is normally the place to start if you have any feedback, a concern or a complaint about the service you have received. For example, in a hospital this is usually the Patient Liaison Service (PALS). You can also contact the organisation that commissions (pays for) the service or care you received. For example, general hospital care is usually commissioned by your local clinical commissioning group (CCG).
NHS England investigates complaints about the services it commissions. This includes primary care services such as GPs, dentists, opticians and pharmacy services. It also includes specialised commissioning for complex or rare health conditions, and secure mental health care.
The Parliamentary and Health Service Ombudsman makes final decisions on NHS complaints that have not been resolved. This is a free service which does not take sides. PHSO have included Ask Listen Do in their quality strategy.
Related information and resources
- The NHS Long Term Plan is seeking to address health inequalities
- Disability Matters Taking Action
- Care Quality Commission Declare Your Care
- Where can I find information about making a complaint in easy read?