You can make a complaint about any NHS service in England, starting informally with staff or formally through the NHS complaints procedure, with support available from advocacy services and this can be escalated to the Parliamentary and Health Service Ombudsman if unresolved.

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Making a Complaint

Informal Complaint:
Many issues can be resolved quickly by speaking directly to the staff involved or the manager of the service where you received care. This can be done in person, by phone, letter, or email, and the service should acknowledge your concern promptly, often within three days. 

Formal Complaint:
If the issue is not resolved informally or is serious, you can make a formal complaint to the NHS service provider. Every NHS organisation must have a complaints procedure, which explains who to contact, how the complaint will be investigated, and the expected response. You can complain about any NHS service, including GP practices, hospitals, pharmacies, ambulance services, and community care. 

 

Who to Complain To:

• Service Provider: The hospital, GP surgery, or other NHS service where care was received.

• Commissioner: The body that funds the service, such as your local Integrated Care Board (ICB) for primary and secondary care, or NHS England for specialised services, military health, or prison healthcare. 

• Multiple Organisations: If your complaint involves more than one NHS organisation, they must coordinate to provide a single response. 

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Support and Advocacy:

• Patient Advice and Liaison Service (PALS): Provides free, confidential support to resolve issues informally, especially urgent concerns during hospital care. 

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• NHS Complaints Advocates: Can independently help you write complaint letters, attend meetings, and guide you through the process, though they cannot provide medical or legal advice. 

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• Healthwatch: Independent statutory body that ensures patient feedback is heard and can direct you to local advocacy services. Healthwatch collates  information to look where there are multiple complaints and can instigate a deep dive.

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• Citizens Advice Bureau (CAB): Offers free, confidential advice on making complaints and navigating the process. 

   

Escalation:

If your complaint is not resolved to your satisfaction after following the NHS complaints procedure, you can escalate it to the Parliamentary and Health Service Ombudsman, which independently investigates NHS complaints in England. They are the final stage for unresolved complaints and can make recommendations to improve services or rectify issues. 

 

Parliamentary and Health Service Ombudsman (PHSO)

Tips for a Successful Complaint

• Include clear details of your experience, dates, and the staff involved.

• Keep copies of all correspondence.

• State what outcome or resolution you are seeking.

You can use advocacy support if you need guidance or help communicating your concerns. 

By following these steps, you can ensure your concerns are formally addressed and that you receive a coordinated response from the NHS.

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