Unhappy with your first response? The next stage

So you've made a complaint and got your response.

You aren't happy with it.

What do you do next?

Well as per THIS post you are unlikely to be able to go the Parliamentary and Health Service Ombudsman and as such you will need to put why you are still unhappy back to the NHS body involved. The NHS body may well offer you a Local Resolution meeting or if you prefer a further written response. You can usually request a meeting without the need for a formal letter, but see below regarding an agenda.

In order to try and make the best of this next step try to be as prepared as possible by considering the following.

1. Could you benefit from your free local NHS complaints advocacy organisation? They might be able to attend a local resolution meeting with you or a follow up letter. They could also support you in going to the PHSO if you need it.

If you don't want to get help from an advocate ask if you can take a friend with you for support.

2. If you haven't got your medical notes now might be the time to get them as they might help you compose your response to the Trust or help you at your Local Resolution meeting

3. If you have been offered a local resolution meeting then make it clear what you want to discuss. This could be done by setting a clear agenda with questions sent to the NHS body in plenty of time.

4. As hard as it might be don't get angry at a local resolution meeting, it rarely helps and you might well regret it afterwards.

5. If you want a local resolution meeting then find out if they will record it and if you can have a copy of it. Some Trusts do this, some don't but will if you ask them. Some will just refuse and send you the written minutes of the meeting.

6. Don't wait too long before doing any of the above. The PHSO may take this into account if you don't complain to them within 12 months of when the incident you are complaining about happened or when you became aware of it. Remember the 12 months the PHSO gives you is NOT from when you finish the local resolution process.