Making a Complaint?

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

The first stage of the NHS complaints procedure is called ‘Local Resolution’. Your complaint should be made in the first instance to the organisation or practitioner 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; for example, use of conciliation. You can raise your concerns immediately by speaking to a member of staff (eg. doctor, nurse, dentist, GP or practice manager) or someone else, eg. the Patient Advice Liaison Service (PALS). Each NHS facility has a PALS officer. The PALS officers offer support, information and assistance to patients, relatives and visitors. They may be able to resolve your concerns without the need to make a more formal complaint. However, if you do want to continue with your complaint, you can do this orally or by writing (this can include e-mails) to the primary care practitioner or the NHS organisation concerned.

The Patient Advice and Liaison Service (PALS), or complaints manager at the NHS organisation you are complaining about can provide advice, including about local independent complaints advocacy services. Your primary care trust can also advise if you have a complaint about a primary care practitioner.

The Independent Complaints Advocacy Service (ICAS) provides advice and support to people who want to complain about the NHS. ICAS supports patients and their carers who wish to pursue a complaint about their NHS treatment or care. This statutory service was launched on 1st September 2003 and provides, for the first time, a National Service delivered to agreed quality standards.

Details can be found at: www.dh.gov.uk