Hailey Tran
Long hospital waiting times can be physically and emotionally challenging, especially when dealing with severe pain or discomfort. While there are no standard waiting times, and waitlists can vary across hospitals, there are ways to address patient complaints regarding long wait times. If you're facing treatment delays, you can check the waiting times at your hospital through the My Planned Care website. Additionally, you can contact your local integrated care board (ICB) for complaints about hospital care. If you're unsure about whether your concern warrants a complaint, you can seek guidance from the Patient Advice and Liaison Service (PALS) or your local Healthwatch. It's also worth noting that you can provide feedback without making a formal complaint through the Friends and Family Test (FFT) for NHS services.
| Characteristics | Values |
|---|---|
| Who to complain to | Local integrated care board (ICB) for complaints about hospital care |
| How to complain | Verbally, in writing, or by email |
| Time limit for complaints | Within 6 months of the event or within 12 months of finding out that you have a reason to complain |
| Help with complaints | Free help from an NHS complaints advocate, or contact Healthwatch |
| Other options | Give feedback without making a complaint through the Friends and Family Test (FFT) |
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What You'll Learn
How to complain about hospital waiting times in the UK
The NHS is facing an unprecedented challenge, with millions of people waiting for treatment. If you are unhappy with the service you have received from a hospital, you can complain about any aspect of the service, including delays or failures to provide treatment.
Before making a complaint
Firstly, it is worth noting that the length of time you wait depends on your specific treatment and clinical needs. Your waiting time starts when the hospital receives your referral letter or when you book your first appointment. The maximum waiting time for non-urgent, consultant-led treatments is 18 weeks, and you have the legal right to ask to be seen or treated by a different provider if you are likely to wait longer. If the hospital cancels your operation at the last minute, they should offer another binding date within 28 days or fund your treatment at a hospital of your choice.
Making a complaint
If you wish to make a complaint, you could get free help from an NHS complaints advocate. An advocate can help you 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 make a complaint verbally, in writing, by email, in person, or using an online form. You should include your full name and address, details of what happened, where and when it happened, and who was involved. If you are complaining on behalf of someone else, include their written consent.
Taking your complaint further
If you are unhappy with the outcome of your complaint, you can take it to an ombudsman service. You must complain to the ombudsman within 12 months of the problem, and you must have received a final response to your complaint from the NHS or local authority first.
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Understanding your rights regarding waiting times
In many countries, including Sweden, Finland, Denmark, Norway, England, Scotland, Italy, Spain, Canada, New Zealand, and Portugal, maximum waiting time guarantees are implemented to ensure patients receive care within a reasonable timeframe. These guarantees are formulated as predetermined maximum waiting times for patients, ensuring equal and timely access to healthcare services.
Your waiting time typically starts when the hospital or service receives your referral letter or when you book your first appointment through an official referral service. The maximum waiting time for non-urgent, consultant-led treatments is generally 18 weeks from the initial booking or referral. However, this timeframe may be extended if delaying treatment is in your best clinical interests, such as when lifestyle changes before treatment are expected to improve outcomes.
It's important to note that you have the right to choose the hospital or service provider you wish to use, as well as the clinical team led by a consultant or named healthcare professional. If your operation or appointment is cancelled at the last minute (on or after the day of admission) for non-clinical reasons, the hospital is obligated to offer another binding date within 28 days or fund your treatment at an alternative hospital of your choice. If you are not offered a new appointment within this timeframe, you have the right to complain to the relevant authorities, such as your local Integrated Care Board (ICB).
If you are unhappy with the waiting times or any other aspect of your care, you have the right to provide feedback or file a complaint. You can do this anonymously through feedback surveys or more formally through written or verbal complaints. Remember that you can also seek guidance and support from an NHS complaints advocate at any stage of the process.
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What to do if you're facing treatment delays
Waiting for hospital treatment can be a difficult time, and it can be made worse if you are facing delays. Here are some steps you can take to help manage the situation:
Ask about typical waiting times
Speak to your consultant about the typical waiting times for your condition at the hospital where you will be treated. While they may not know, they should be able to give you an idea of what to expect.
Understand your waiting time
Your waiting time starts when the hospital receives your referral letter or when you book your first appointment through the NHS e-Referral Service. It ends when a clinician decides no treatment is necessary, if you decide you do not want treatment, or when your treatment begins. Ask about when the 'clock' stops and starts to get an idea of your total waiting time.
Keep a record of your symptoms
It is a good idea to keep a diary of your symptoms so that you can easily update your healthcare team. This will help them understand your condition and could influence your treatment.
Seek support and information
If you are having trouble getting the support and information you need, contact the Patient Advice and Liaison Service (PALS) at your hospital, or your local Healthwatch. They can help you understand your options and next steps.
Consider your options
If you are facing a long wait, you may want to consider going private. However, this is not an option for everyone, and it is important to understand the pros and cons of private healthcare. For example, it may not alleviate pressure on the NHS as the consultants are often the same, so capacity issues remain.
Make a complaint
If you feel your waiting time is unacceptable, you can make a complaint. You can complain about delays or failures to provide treatment, or about NHS facilities. You can make a complaint verbally, in writing, by email, or by filling out an online form. You can also get free help from an NHS complaints advocate, who can help you write a letter and attend meetings with you.
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Who to contact for support with complaints
If you are facing long hospital waiting times and want to complain, there are several options for support.
Firstly, you can contact your local integrated care board (ICB) for complaints about hospital care. Every ICB has its own complaints procedure, which is usually available on its website. You can also contact NHS England directly for complaints about healthcare in prison, military health services, and specialised services for people with rare and complex conditions.
If you are unsure about whether you can make a complaint or need advice, you can contact the Patient Advice and Support Service (PASS). In England, this service is called the Patient Advice and Liaison Service (PALS), which can be particularly helpful for urgent issues or problems with treatment or care received while in hospital. PALS can also provide support and guidance on the complaints process.
Additionally, you can seek support from an NHS complaints advocate at any stage of the process. These advocates can help you write a complaint letter and attend meetings with you, but they cannot make the complaint for you or offer medical or legal advice. You can find your local advocate by searching online or contacting your local Healthwatch, an independent statutory body that ensures your feedback is heard.
For complaints about NHS 24, the Golden Jubilee National Hospital, the Scottish Ambulance Service, or the State Hospital, refer to the NHS Inform complaints page to identify the appropriate NHS board to address your concerns. You can make a complaint in writing, by phone, email, in person, or via an online form, providing as much information as possible.
Finally, you can complain to a professional body, such as the General Medical Council (GMC), even if you have already made a complaint under the NHS complaints procedure. The GMC provides information on concerns and complaints about doctors and contact details for regulatory bodies.
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How to handle patient complaints about waiting times
Handling patient complaints about waiting times is a crucial aspect of patient care. Here are some instructive guidelines on how to effectively manage such situations:
Be Proactive and Open
Being proactive can help reduce the number of patient complaints. Front desk staff should be trained to frequently ask patients for feedback and address any concerns. When delays occur, be open and honest with patients, explain the reasons for the delay, and offer assistance to make their wait more comfortable.
Listen Attentively and Empathize
When patients express their frustrations about waiting times, listen attentively without interrupting or dismissing their concerns. Show empathy by putting yourself in their position and understanding their perspective. Patients in chronic pain or dealing with illness may be more prone to agitation, so it's important to remain patient and calm.
Respond Calmly and Validate
After listening to the patient's concerns, pause and respond in a calm and measured tone. Restate their concerns to ensure you understand their perspective, and avoid arguing or telling the patient they are wrong. Validate their feelings by offering an empathetic apology, such as, "I'm sorry you felt rushed. Can I address your questions or concerns?"
Address the Issue
Once you have acknowledged the patient's emotions and validated their concerns, work towards finding a solution. Ask how you can help and propose a course of action that addresses their specific needs. For example, you could offer to have a nurse or doctor call them back by the end of the day.
Ensure Consistency in Complaint Handling
It is important to establish consistent practices for handling patient complaints. Ensure that all staff members, managers, and physicians are trained and aligned with the organization's standards and values when responding to complaints. This consistency reflects a commitment to excellent patient service.
By following these guidelines, healthcare providers can effectively handle patient complaints about waiting times, demonstrating their interest in patient concerns and strengthening the patient-provider relationship.
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Frequently asked questions
You can complain about hospital waiting times through the NHS complaints procedure. You can make a complaint in writing, by phone, by email, in person, or using an online form. You can also get free help from an NHS complaints advocate at any stage of the process.
Include your full name and address, as much helpful information as possible about what happened, where and when it happened, and who was involved, and how you want the complaint to be resolved.
Yes, complaints should normally be made within 6 months of the event or within 6 months of finding out that you have a reason to complain. However, this time limit can be extended up to 12 months if there are valid reasons for the delay.
Contact your local integrated care board (ICB) for complaints about hospital care. 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.
Ask your consultant about typical waiting times for your condition at the hospital you will be treated at. You can also use the My Planned Care website to check the waiting times at your hospital. Additionally, you can ask when the 'clock' starts and stops on your total waiting time.
