If you do not agree with occupational therapy feedback
Sometimes you may feel that the outcome of an occupational therapy (OT) referral does not reflect your child or young person’s needs. You might be told that the difficulties are not linked to sensory processing. This can feel confusing or worrying. The information below explains what you can do next and how to raise your concerns in a clear and supported way. These steps are about looking at your concerns and improving services. They are not a formal appeal process to change a clinical decision.
Keeping records to support your concerns
Keeping clear records can help you explain your concerns and make sure nothing is missed.
It can help to keep:
- copies of referral forms and reports
- emails and letters from the OT service
- notes from phone calls or meetings, with dates and names
- examples of your child or young person’s needs at home, school or in the community
Writing down your key points before you contact someone can help you feel more prepared and confident.
Patient Advice and Liaison Service (PALS)
Somerset Foundation Trust’s Patient Advice and Liaison Service (PALS) is a free and confidential service. They can:
- help with questions about your care or treatment
- give you information about NHS services
- support you, your family or carers with concerns
- listen to your ideas to help improve services
Phone: 01823 343536
Email: pals@somersetft.nhs.uk
Write to: Patient Advice and Liaison Service (PALS), Block 51, Musgrove Park Hospital, Taunton, Somerset, TA1 5DA.
PALS helps sort out concerns early and informally. You might contact PALS if the feedback does not match what you shared and you want a clearer explanation. They can speak with the OT service and help improve communication.
If your concerns are not resolved after speaking with the service or PALS, you can make a formal complaint. This could include concerns about how the referral was looked at, how you were treated, or how information was shared.
Parliamentary and Health Service Ombudsman (PHSO)
If you are still unhappy after the NHS complaints process, you can ask the Parliamentary and Health Service Ombudsman (PHSO) to look at your complaint.
The PHSO is independent. They review how complaints have been handled. They may ask clinical staff for expert advice to help them make decisions.
Find full details on their website: www.ombudsman.org.uk
Phone: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write to: Parliamentary and Health Service Ombudsman (PHSO), Millbank Tower, Millbank, London, SW1P 4QP