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NHS Hospital Complaints Procedures

Generally, excellent medical care is provided through the NHS by competent, considerate professionals. Like any other service however, there will be occasions where a patient is unhappy with the treatment they have received and wishes to complain.

This could be due to improper or insufficient treatment, clinical negligence, surgical errors, incorrect medication, unnecessary delays or problems with the attitude or manner of a member of staff.

Why Make an NHS Complaint?
Private Healthcare Complaints
Beginning an NHS Complaint
Further Action
Useful Links

Why Make an NHS Complaint?

It is important that managers are made aware of any problem, as it may be possible to resolve it and improve the service provided to patients. If a complaint is investigated, managers may be able to implement changes to systems or take any necessary measures for staff training to ensure that a similar problem does not occur in the future.

In many cases a patient will simply be looking for an apology or an explanation for what has happened and this outcome may be reached via the complaints process.

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Private Healthcare Complaints

No formal procedure is in place for complaints regarding private medical care at present, however any reputable healthcare provider should have their own system in place for responding to complaints in a suitable fashion.

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Beginning an NHS Complaint

Initially, you should try to speak to someone closely linked to the problem in the first instance. This could be your doctor, nurse, pharmacist, practice manager or administration staff such as a receptionist and the complaint should be made as soon as is reasonably possible. In a hospital, the PALS (Patient Advice and Liaison Service) can help with this.

If you are unable to resolve the problem in this way, the NHS have a complaints procedure that you can follow. You should initially compose a letter to the Chief Executive of the trust, outlining what has happened and why you are unhappy. There will then be an investigation and a detailed response, usually in writing but sometimes at a meeting.

The procedure in Wales is slightly different to the system for complaints in England.

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Further Action

If you do not feel satisfied with the response to your complaint and it is not possible to resolve the issue, you can ask for an independent review by the Healthcare Commission.

They will decide whether or not your case is suitable for review and, if it is, they will appoint an outside expert to do this. Currently they have a long backlog of outstanding complaints to review.

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Useful Links

For further information on the complaints process, you may find the following sites useful:

NHS Direct
Department of Health

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