Barcan Woodward
How to Complain about Medical Treatment
If you are not satisfied with your medical care, treatment or the service that you have received the method of formally complaining and raising concerns is dealt with in different ways depending on where you were treated and by whom.
How to Complain about the NHS
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Local Resolution
This procedure is for complaints in connection with NHS services, organisations or primary care Practitioners including GPs, Dentists, Opticians and Pharmacists.
You can make a complaint as either a patient or acting on behalf of a patient with their consent. The complaint should normally be lodged within 6 months of the event or within 6 months of becoming aware that you have something to complain about. There is discretion to waive the time limit provided there are good reasons why you did not complain earlier.
Initially complaints should be lodged with the Practitioner providing the service.
You should receive a response to your complaint within 10 working days from a Practitioner or from the Chief Executive of the NHS organisation concerned within 25 working days - please be aware this deadline can be extended provided you agree.
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Independent Review
If you are unhappy with the response to the complaint you can ask the Healthcare Commission for an independent review of your case.The Healthcare Commission is an independent body, the aim of which is to promote improvements in healthcare. They can be cantacted at:
Healthcare Commission
FREEPOST NAT 18958
Complaints Investigation Team
Manchester
M1 9XZ
www.healthcarecommission.org.uk
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Health Service Ombudsman
If you remain unhappy after local resolution and going through the independent review process then you can complain to the Health Service Ombudsman which is an independent organisation. The Ombudsman can be contacted at:
Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Patient Advice and Liaison Service (PALS)
PALS have been established in every NHS Trust and Primary Care Trust. They are not a direct part of the complaints procedure but they may be able to help resolve concerns informally or can advise you about the complaints process and the Independent Complaints Advocacy Services (ICAS).
You can find contact details at www.pals.nhs.uk
Independent Complaints Advocacy Services (ICAS)
ICAS is an organisation set up to support people through the complaints process. Further information about ICAS and how to find your local service can be found on the Department of Health website.
General Medical Council (GMC) Complaint
The GMC is responsible for ensuring that doctors in the UK meet the standards of good medical practice.
A complaint to the GMC can be made if you have concerns that a doctor is not fit to practice or may be a risk to patients.