Making a complaint about NHS care is an important way to receive an explanation, answers and an apology when something has gone wrong. It encourages accountability and may help to prevent similar problems for other patients in the future.
How can I complain?
- Informal chat
- Patient Advice and Liaison Service (PALS)
- Integrated Care Board (ICB)
- Formal Complaint
Informal chat
Sometimes problems can be resolved quickly by talking directly to:
- A nurse, doctor or healthcare professional
A ward manager or practice manager
PALS (Patient Advice and Liaison Service)
- What is PALS?
PALS is a free NHS service provided by most NHS organisations. It offers support and information to patients with health-related issues.
- How can PALS help?
PALS may be able to assist with, for example, communication issues, delayed appointments, and information about treatment. PALS may be able to help resolve concerns before they escalate.
Click the link below for more information.
What is PALS (Patient Advice and Liaison Service)? - NHS
It is important to note that PALS is not independent – it is part of the NHS Trust where it is based.
Local Integrated Care Board (ICB)
- What is the ICB?
The ICB is the NHS body responsible for planning and funding local health services (primary care and hospital).
- Can I complain to the NHS organisation and the ICB?
If you make a complaint directly to the care provider, you cannot also make a complaint to the ICB. Check the website of your local ICB to find out about its complaints process. You may be asked to complete an online form or send an email.
Click the link below for more information about how to contact your local ICB.
If you are unsatisfied with the response of the ICB, you can complain to the Parliamentary and Health Service Ombudsman (see later).
Formal Complaint
You can make a formal complaint without making an informal one. Alternatively If you are not satisfied with the outcome of an informal conversation, you can make a formal complaint.
Your right to complain is set out in the NHS Constitution for England.
NHS England » Feedback and complaints about NHS services.
To whom should I send my complaint?
This depends on where the problem occurred:
- Hospital care
The hospital Trust’s complaints department (details should be available on the hospital website)
- GP, out of hours service, dental, pharmacy or optician services: (This is known as primary care)
You can write to the practice manager or to the health professional directly.
Is there a time limit to raise a complaint?
You should make your complaint within 12 months of a problem arising or within 12 months when you first became aware of it.
Sometimes NHS organisations may consider a complaint after the deadline has passed depending on the reasons for the delay (e.g. ill health).
Who can complain?
- The person affected
- The parent of a child under 16
- A friend/family member
- NHS Advocacy Service
If you are making a complaint on behalf of someone else, their consent will be required.
How can I complain?
A complaint may be made verbally, by email or by letter. If a verbal complaint is made, the NHS organisation should make a written record of the complaint and provide you with a copy. It should respond to your complaint in writing however it is made.
What should I include in my complaint?
Whether you make a written or verbal complaint, it is important to try to structure it so that your concerns and desired outcome can be easily understood.
You should provide:
- Your details (or those of the person on whose behalf you are complaining): this would include name, address, NHS number (if known), date of birth, contact details.
- Who the complaint is about (which healthcare professional if known, ward)
- Factual account of what happened including dates and times, if known, and what your concerns are.
- What result you are seeking- for example, an explanation of what happened and why there was a problem or an apology.
- You should ask, depending on the circumstances and severity of the problem whether there will be or whether there has been an internal investigation, and if so, request a copy of the investigation report if you would like to see it.
What happens once I have made the complaint?
The NHS organisation must:
- Acknowledge your complaint within 3 working days.
- Offer to discuss your concerns, the outcome you want and agree a timescale with you for the resolution of your complaint. If the agreed timescale cannot be met, the NHS organisation should discuss an extension with you.
- Carry out a thorough investigation.
- Provide a written response explaining findings, learning, and any action taken.
This response should be clear, honest, and answer your questions. The response may also include an apology depending on the findings of the investigation. You can ask for clarification if anything is unclear.
You may be offered a meeting to discuss your concerns- you do not have to attend, but, if you do, you should ask for a letter summarising the discussion afterwards. If possible, try to take someone with you who can make a note of the discussion on your behalf. The NHS organisation may record the meeting in which case you can ask for a copy of the recording. It is not advisable for you to record the meeting without the knowledge and agreement of the NHS organisation.
The NHS organisation should also advise you of the steps to take if you feel that its response is not satisfactory.
What if the response is not received on time or is not satisfactory?
If you do not receive a response in accordance with any agreed timescale or you are not satisfied with it, you have the right to ask the Parliamentary and Health Service Ombudsman to conduct a review of the complaint and response (if there is one).
The Ombudsman may refer you back to the NHS organisation to try to resolve the issues at a local level.
The Ombudsman will consider the complaint and advise if it is a matter that it is prepared to investigate; the Ombudsman is not obliged to investigate every complaint it receives.
If your complaint is upheld by the Ombudsman, it can recommend apologies, service improvements and, in some cases, financial remedies. However, this is not the same as compensation claimed for harm suffered due to substandard care.
You must seek legal advice if you wish to claim compensation for any injuries you have received due to negligent medical treatment.
See below the link to the website of the Parliamentary and Health Service Ombudsman:
Can someone help me to make a complaint?
If you require support and assistance with the making of a complaint, you can contact your local NHS complaints Advocacy Service. They provide a free and independent service to anyone wishing to make a complaint to or about NHS organisations.
They can assist with the drafting of letters and with any meetings with NHS organisations.
There are several Advocacy Service providers in the UK, and you will need to check which provider covers the area in which you live and the type of support it can offer.
You can contact one of the following, who will be able to advise if they can help you or will signpost you to the provider in your area.
- POhWER - NHS Complaints Advocacy | POhWER
- VoiceAbility: https://www.voiceability.org/about-advocacy/types-of-advocacy/nhs-complaints-advocacy;
- The Advocacy People – www.theadvocacypeople.org.uk
The websites of these service providers also have self-help guides/leaflets and template complaint letters you can use.
Krishna Kotecha, Partner and Specialist Medical Negligence Solicitor, said:
“When something goes wrong with your NHS care, speaking up can feel daunting. Many people worry that they will be ignored or that they will upset their healthcare professionals. Raising a concern does not mean causing trouble; it is about sharing an experience, trying to understand what happened to you or to a loved one and helping the NHS learn so that other patients do not face the same problem in the future”.
