Within the PPD we are committed to meeting your requirements and taking action when our services have not lived up to your expectations. As part of seeking continuous improvement, we operate a corporate procedure for dealing with compliments, comments and complaints. This procedure is focussed on using these in a positive way to:

• Ensure that all complaints are treated in a fair, objective and consistent manner.
• Identify areas for improvement.
• Take corrective and remedial action.
• Share best practice across our organisation.
• Continually develop our staff.

The NHS Complaints Procedure

Those who are unhappy with the treatment or service they obtain from the NHS are entitled to make a complaint, have it considered, and receive a response from the NHS organisation concerned.

The NHS complaints procedure covers complaints made by a person about any matter connected with the provision of NHS services by NHS organisations.

A complaint can be made by a patient or person affected or likely to be affected by the actions or decisions of a NHS organisation or primary care practitioner. A complaint can also be made by someone acting on behalf of the patient or person, with his or her consent.

They should normally complain within 6 months of the event(s) concerned or within 6 months of becoming aware of the need to complain. Complaints Managers in NHS organisations have discretion to waive this time limit if there are good reasons why an individual could not complain earlier. The NHS Complaints Procedure now features a four-stage process:

• Local resolution
• Formal Complaint
• Independent Review
• Health Service Ombudsman

Our definition of a complaint

'An expression of dissatisfaction with the service provided by, and within the influence of, the PPD'.

There are occasions when a complaint registered is outside the direct influence of the PPD, for example complaints about the regulations governing the NHS Low Income Scheme or the Regulations governing the remuneration and reimbursement rules contained in the Drug Tariff. Whilst we are not responsible for determining the Regulations we will nonetheless use the information to inform the Department of Health, for future policy consideration.

If you have reason to complain

We hope that most individuals and organisations using our services are satisfied with those elements over which we have direct influence. However, if you have reason to complain about any aspect of our service, we suggest that this should be referred to the responsible department or division of the PPD in the first instance. For example a complaint about the way in which your telephone enquiry was handled should be referred to that particular department. You can be assured that the manager of that department will take appropriate action. You will find details of certain PPD contact points on our web-page www.ppa.org.uk (using the HMTL Home Page, and then the 'contact' section). Or of you may already have a direct telephone number to contact. Alternatively, if you prefer to contact us via the PPD web-site a proforma is attached for that purpose.

The process for dealing with complaints

Our approach to complaints handling follows the NHS Complaints Procedure.

• Stage 0: The First Contact: Staff who work with customers can deal with the majority of issues that they wish to raise quickly and informally. We anticipate that customers can have their concerns resolved to their satisfaction at an early stage.

• The nature of the concern; that it is was dealt with informally, and by whom; are recorded and placed on file.

• However, where a customer wishes to formalise the process then he or she may raise any concerns using a formal mechanism (in writing, filling in the web proforma, recording it with a member of staff in person or over the phone, etc.) This includes the option to involve the customer's MP:

• Stage 1: Consideration by the Chief Executive (complaints manager)

• Stage 2: Independent Review by Healthcare Commission

• Stage 3: If they remain unhappy after local resolution and independent review then customers can complain to the Health Service Ombudsman

At stage 1 we will:

• Investigate the issues.
• Provide you with a response within 2 working days of receipt. If this is not possible, due to a more detailed investigation being needed, we will provide you with an acknowledgement within 2 working days and will aim to provide a substantive response within 20 working days.
• Use the information from your complaint to identify improvement opportunities.

Our aim is to deal fairly and objectively with any complaint received. We will action every complaint received and will use our corporate procedure to seek improvement opportunities at all levels.

Independent Review

If you are unhappy with the response to your complaint at Stage 1, you can ask the Healthcare Commission for an "Independent Review" of the case.

Health Service Ombudsman

If you remain unhappy after local resolution and independent review then you can complain to the Health Service Ombudsman, which is independent of the NHS and Government.