Navigating Nhs Hospital Complaints: Your Guide To Action

If you are unhappy with the service you have received from the NHS, you have the right to make a complaint. You can complain about any aspect of NHS care, treatment, or service, and this is written into the NHS Constitution. The NHS encourages feedback because it is used to improve services. You can give feedback without making a complaint through the Friends and Family Test (FFT), which is an anonymous and quick way to provide feedback about the service provided to you. If you want to make a complaint, you can complain directly to the person or organisation concerned, or to your local integrated care board (ICB). You can complain in writing, by email, or by speaking to someone in the organisation.

Who to complain to

If you have a complaint about an NHS hospital, you can complain to the hospital directly. All NHS organisations must have a complaints procedure that explains who to contact, how they investigate and respond to a complaint, and what further action you can take if you remain dissatisfied.

You can also contact the feedback and complaints team at your local NHS board. You can find the contact details of NHS boards on the NHS Inform website. If your complaint is about NHS 24, the Golden Jubilee National Hospital, the Scottish Ambulance Service or the State Hospital, you can find out who to complain to on the NHS Inform complaints page.

If you need help with making your complaint, you can get in touch with your local advocacy provider. Advocacy providers support anyone who wants to make a complaint about the NHS. You can find a list of advocacy providers on the Local Government Association website. If you need help finding an advocacy provider, you can also contact the Parliamentary and Health Service Ombudsman (PHSO) on 0345 015 4033.

Before bringing a complaint about the NHS to the PHSO, you must first complain to the NHS organisation you are unhappy with. If you have reached the end of the complaints process and still don’t feel that the issue has been resolved, or if your complaint hasn’t been dealt with after six months, you can then complain to the PHSO.

If you’re making, or thinking about making, a complaint, you could get free help from an NHS complaints advocate. An advocate can help you to write a complaint letter and attend meetings with you, but they cannot make the complaint for you or give medical or legal advice. You can get free help from an NHS complaints advocate at any stage of the process. If you decide you need some support, it’s never too late to ask for help. Search online for ‘NHS complaints advocacy’ in your area or contact your local Healthwatch to find out who provides NHS complaints advocacy in your area.

How to complain

You have the right to make a complaint about any aspect of NHS care, treatment, or service, and this is written into the NHS Constitution. The NHS encourages feedback because it is used to improve services. You can give feedback without making a complaint through the Friends and Family Test (FFT), which is an anonymous and quick way to provide feedback about the service provided to you. There are also other in-depth national survey programmes that you might be invited to take part in.

If you wish to make a complaint, you can complain to the NHS service provider directly (such as a GP, dentist surgery, or hospital) or to the commissioner of the services, which is the body that pays for the NHS services you use. You cannot complain to both. If your complaint involves more than one organisation, the organisations must work together to ensure you get a coordinated response. Contact your local integrated care board (ICB) for complaints about primary care services (GPs, dentists, opticians, or pharmacists) and secondary care, such as hospital care, mental health services, and community services. Every ICB will have its own complaints procedure, which is often displayed on its website. You can also contact NHS England for complaints about healthcare in prison, military health services, and specialized services.

Before bringing a complaint about the NHS to the Parliamentary and Health Service Ombudsman (PHSO), you have to complain to the NHS organisation you are unhappy with. Be prepared to tell the NHS organisation what you would like it to do to put things right. This could be to apologise or to take action to prevent the same mistake from happening again. It is best to complain as soon as possible while events are still fresh in your mind. Complaints should normally be made within 12 months of the date of the event or as soon as the matter first came to your attention. If you can speak to the people involved first, they may be able to sort out your complaint quickly. If you’re not sure how to do this, your local Healthwatch can help. You can complain in writing, by email, or by speaking to someone in the organisation. Ask if there is a form to fill in and when you can expect to hear back.

If you need some help with making your complaint, you can get in touch with your local advocacy provider. Advocacy providers support anyone who wants to make a complaint about the NHS. You can find a list on the Local Government Association website. If you need help finding an advocacy provider, you can also contact the PHSO on 0345 015 4033. Keep your complaint clear and short, so your main points stand out. State clearly what you want to achieve from your complaint. Tell the organisation how you would like to be contacted and include a reference number if you have one. Write down the names and positions of the people involved in, and dealing with, your complaint. Also, keep copies of any letters or emails you get, as you may need to refer to them in the future. If you have reached the end of the complaints process and you still don’t feel that the issue has been resolved, or if your complaint hasn’t been dealt with after six months, you can complain to the PHSO.

Time limits

The NHS has a time limit for complaints. You must make your complaint within six months of the event or within six months of finding out that you have a reason to complain, but no later than 12 months after the event. There is discretion to waive the time limit if it would be unreasonable to expect you to have complained in time, for example, because of grief or trauma. If it is decided not to extend the time limit, you should be given a clear explanation of the decision.

If your complaint is not resolved at the first stage, you can refer the matter to the Scottish Public Services Ombudsman (SPSO) or get a judicial review. Generally, you must send your complaint to the ombudsman within a year of finding out about the issue. However, if there are special circumstances, the ombudsman may extend the time limit.

If you are complaining on behalf of someone else, the NHS will need their consent to proceed. They will acknowledge your complaint within three working days of receiving it. The complaint will be investigated, and you will receive a written response.

The NHS encourages feedback because it is used to improve services. You can give feedback without making a formal complaint through the Friends and Family Test (FFT), which is available for hospitals, GP practices, and mental health services. Many issues can be resolved quickly by speaking directly to the staff at the place where you received care. You can also speak to a member of the Patient Advice and Liaison Service (PALS), who can help you resolve issues informally with the hospital without the need to make a complaint.

What to include

When making a complaint about an NHS hospital, it is important to include as much detail as possible. Here are some key things to consider including:

Your personal information

Provide your full name and a valid email or home address for reply. Anonymous complaints are sometimes accepted but may not be fully investigated.

A clear description of your complaint

Clearly and succinctly describe the issue you are complaining about, and when it happened. Include any relevant dates and times, and the names and positions of the people involved. It is also helpful to include any reference numbers you have.

What you would like the outcome to be

Before making your complaint, consider what you would like the outcome to be. This could include an apology, or action to be taken to prevent the same mistake from happening again.

Supporting evidence

Include any supporting documentary evidence that backs up your complaint. This could include emails, letters, or other relevant documents.

A record of your correspondence

Keep a record of all correspondence related to your complaint. This includes the names, contact information, and job titles of anyone you speak to, as well as dates of conversations, decisions made, and deadlines agreed upon. Ask for written confirmation of any spoken promises.

It is important to note that you have the right to make a complaint about any aspect of NHS care, treatment, or service. You can complain directly to the hospital, or to the commissioner of the services (the body that pays for the services you use). You cannot complain to both. Most complaints should be resolved within 5-10 working days. If you need help, you can contact your local advocacy provider or make use of services like the Patient Advice and Liaison Service (PALS) or the NHS Complaints Advocacy Service.

What happens next

Once you have decided to make a complaint, you can do so by contacting the NHS service provider directly (such as a GP, dentist surgery, or hospital) or to the commissioner of the services. You can complain in writing, by email, phone, in person, or by filling out an online complaints form. If you are non-verbal or hard-of-hearing, you can contact the NHS using a BSL video interpreter.

If you are unsure about how to make a complaint, you can get in touch with your local advocacy provider, who supports anyone who wants to make a complaint about the NHS. You can also contact an NHS complaints advocate at any stage of the process, who can help you write a letter and attend meetings with you.

After you have made your complaint, the NHS body should respond within five to ten working days. They should explain the outcome of your complaint and the reasons for resolving it in that way. This can be done in person, over the phone, or in writing. Throughout the process, you should be kept informed of any progress and given the chance to discuss the complaint.

At the end of the investigation, you will receive a written response detailing the result of your complaint and the reasons for it. If the NHS can learn and improve as a result of your complaint, they will tell you about this in the written response.

Frequently asked questions