Guidance for raising concerns about Parent-Infant Relationship teams

We are interested in understanding if there are recurring issues though or particular challenges within the network. So, please feel free to share feedback with us, as it will help inform our efforts to support ongoing improvement across the network.

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Raise the complaint directly with teams

• Contact the team directly using their published complaints process.
• Ensure you follow all steps outlined in their process to seek resolution.

Escalate Within the Team’s Complaints Process

• If the complaint is unresolved at the initial stage, escalate the issue as per the team’s internal complaints process. This may involve senior management within the team.

Determine Who Commissions the Service and follow the relevant process below:

• If Commissioned by a Health Body (NHS)
  • Escalate the complaint to the health commissioning body by following the local NHS complaints process.
  • Contact the NHS service commissioner for further escalation if necessary.
• If Commissioned by a Local Authority
  • Raise the complaint with the local authority, following their complaints process.
  • If unresolved, escalate the complaint through the local authority’s escalation procedures.
• If funded by a charitable body
  • Raise the complaint with the charitable body responsible for funding the service, using their complaints process.

Concerns about a particular clinician

• You can also raise concerns about a particular clinician with the relevant professional regulator You can find further details here.

Consider Other Avenues for Serious Complaints

• If the complaint is very serious and relates to misconduct or governance issues, you may also raise it with the Charity Commission (if the team is commissioned by a charity).

Consider Reporting to Additional Regulatory Bodies Based on Complaint Type

• Depending on the nature of the complaint, consider raising it with the following bodies:
  • Information Commissioner’s Office (ICO): If the complaint involves data protection or privacy issues.
  • Parliamentary and Health Service Ombudsman: For complaints against NHS services, if unresolved after going through the NHS complaints process.
  • Local Government Ombudsman: For complaints against local authority services, if unresolved after going through the local authority complaints process.

If there is a safeguarding concern then raise this directly with your local Safeguarding Children’s Partnership. See https://www.england.nhs.uk/safeguarding/how-to-raise-a-safeguardingconcern/ for further details.