Compliments and Concerns

We are aware that many of our patients would like to pass on their thanks to our staff for the care and service they have received.

If you would like to offer our hospitals a compliment or praise our staff, please use our Feedback Form that you will find under Contact on our Homepage. We will ensure this information is delivered to those involved.

How To Raise A Concern

A Patient Advice and Liaison Service (PALS) has been established at West Cumberland Hospital in Whitehaven and the Cumberland Infirmary in Carlisle and you will find both in the Foyer and Atrium at both hospitals. PALS are not part of the complaints procedure itself but they might be able to resolve your concerns informally or can tell you more about the complaints procedure and independent complaints advocacy services.

We have a PALS Leaflet giving you information on how to contact our service and this is available in several languages:

We have a Complaints Leaflet that will guide you through the process. This is currently available in:

Local Resolution

If you are unhappy with the treatment or service you have received from the NHS you 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. This procedure also covers services provided overseas or by the private sector where the NHS has paid for them.

Who Can Complain?

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

Non Discrimination Policy

Please be assured that it is strict Trust policy that patients, carers and relatives will not be discriminated against as a result of expressing concerns or making a complaint.

What Is The Time Limit?

Normally a complaint must be made within 12 months of an incident happening or of becoming aware of the matter complained about.

To Whom Should I Complain?

The first stage of the Complaint Procedure is called Local Resolution. Your complaint should be made in the first instance to the organisation providing the service. Local resolution aims to resolve complaints quickly and as close to the source of the complaint as possible using the most appropriate means, such as conciliation.

You can raise your concerns immediately by speaking to a member of staff (i.e. a doctor or nurse) or someone else such as the PALS team. They may be able to resolve your concerns without you needing to make a more formal complaint.

However, if you do want to continue with your complaint you can do this orally, by email or by writing to the organisation concerned. If you make your complaint orally, a written record will be made by the complaints manager.

The National Complaints Guidelines currently suggest that your complaint should be acknowledged within three working days. There are no specific time linits to respond. However the Trust will aim to provide, where possible, a response letter within 25 working days. This is a guideline and if it is felt the investigation requires longer we will, with your agreement, extend the deadline. The aim of our Trust and our Complaints Procedure is to investigate complaints thoroughly.

Independent Review

If you are unhappy with the response to your complaint, you can ask the Healthcare Commission for an Independent Review. The Healthcare Commission is an independent body established to promote improvements in healthcare. You can contact the Commission at:

If you remain unhappy after local resolution you can then complain to the Health Service Ombudsman. The Ombudsman is completely independent of the NHS and Government. You can contact the Ombudsman at:

Where Can I Get Further Advice And Help?

You can also contact the Independent Complaints Advocacy Services (ICAS) which provides advice and support to people who want to complain about the NHS. You can contact ICAS by calling this number 0845120 3735. Details are also available at www.carersfederation.co.uk