How do I make a complaint: Sources of help and advice

Summary

At Patient Safety Learning we often get asked by patients and families who have received poor healthcare what they need to do to make a complaint. Although we cannot get directly involved in individual cases, we have put together a list of sources of help and advice.

We also have the following guides:

• How do I make a complaint about my NHS care in England: a simple guide for patients and families
• How do I make a complaint about my NHS care Northern Ireland: a simple guide for patients and families
• How do I make a complaint about my NHS care in Scotland: a simple guide for patients and families
• How do I make a complaint about my NHS care in Wales: a simple guide for patients and families
• How do I make a complaint about my private care: a simple guide for patients and families

If you are a healthcare professional looking at these pages, the NHS Complaint Standards, model complaint handling procedure and good complaint handling guides set out how organisations providing NHS services should approach complaint handling. They apply to all NHS organisations in England and independent healthcare providers who deliver NHS-funded care.

Content

Sources of help and advice

Academy of Healthcare Science (AHCS) investigates any concerns you have about an AHCS registrant. The Academy for Healthcare Science is the single overarching body for the entire UK Healthcare Science (HCS) workforce, working alongside the healthcare science professional bodies, and also professionals from the Life Science Industry and Clinical Research Practitioners

AvMA provide free independent advice and support to people affected by medical accidents through their specialist helpline, written casework and inquest support services. They can also refer you to accredited clinical negligence solicitors and have a wide range of self-help guides available on their website.

Care Quality Commission (CQC) In general the CQC does not have the legal powers to investigate complaints about GP or hospital services, but they do invite feedback from the public and they can use that information when investigating and regulating individual services.

Independent Sector Complaints Adjudication Service (ISCAS) is one of the recognised independent adjudication services of complaints for the private healthcare sector. ISCAS is a not-for-profit limited company, independent from the trade body and owned by the Centre for Effective Dispute Resolution (CEDR). ISCAS provides the services of independent adjudication as the third stage of a three-stage process.

Private Healthcare Information Network An independent, government-mandated organisation publishing performance and fees information about private consultants and hospitals.

The Law Society provides a list of lawyers who specialise in medical matters. Tel: 020 7320 5650.

Llais is a Welsh independent body which provides free and confidential complaints advocacy and support. Tel: 029 2023 5558; Email: [email protected].

Rethink Advocacy will be able to put you in touch with a local contact to provide assistance at all levels of the NHS complaints procedure.

Northern Ireland Public Services Ombudsman Helpline: 0345 015 4033 (Choose option 3); email: [email protected].

Northern Ireland healthcare gateway Provide advice and guidance to healthcare staff, GP Practices and members of the public on patient entitlement to access publicly funded health and social care in Northern Ireland. Tel: 02895 363893; Email: [email protected].

Healthwatch is an independent statutory body that helps make sure your feedback is listened to. The services and support they provide vary regionally. Email: [email protected].

Parliamentary and Health Service Ombudsman (UK) Email: [email protected]

Patient Advice and Liaison Service (PALS) Each NHS trust has a PALS team who can give general information on NHS complaints and may be able to help resolve less serious complaints informally. Contact your local hospital trust for more information on PALS.

Patient Advice and Support Service (PASS) can help you with your complaint in Scotland. The service is delivered by the Scottish Citizens Advice Bureau and provides free, accessible and confidential information, advice and support to patients, their carers and families about NHS healthcare. Tel: 0800 917 2127.

Patient and Client Council Complaints in Northern Ireland will listen to your experiences and offer the advice or support that you need. Helpline: 0800 917 0222; Email: [email protected].

Patients Association is an independent charity with a direct line to patients living with any health condition. This gives us a unique insight into patients' experience and a holistic view of the health and care system from their perspective. We talk to thousands of patients each year – including through our helpline – and therefore are experts in representing patient voice exactly as we hear it. You can call our freephone helpline on 0800 345 7115 or send an email to: [email protected]

Public Services Ombudsman for Wales Tel: 0845 601 0987.

Scottish Public Services Ombudsman Tel: 0800 377 7330 or 0131 225 5300.

VoiceAbility offers free information and support to help you use the NHS complaints process.

Professional bodies

The following professional bodies can help if you believe someone is:

• putting patient safety at risk.
• not meeting professional standards. 

General Medical Council

The General Medical Council (GMC) will investigate complaints about doctors for up to five years after the event. It can:

• stop or limit a doctor’s licence to work in the UK
• post a warning on a doctor’s record for up to five years. 

It cannot: 

• pay compensation or make a doctor pay a fine
• force a doctor to apologise or give you the treatment you want. 

Telephone: 0161 923 6602.

Nursing and Midwifery Council

The Nursing and Midwifery Council (NMC) investigates complaints about nurses and midwives without a time limit. It can: 

• issue a one-year caution which future employers can see
• suspend a nurse or midwife
• remove someone from the professional register. 

Telephone: 020 7637 7181. 

Health and Care Professions Council

The Health and Care Professions Council Investigates complaints about a wide range of professionals, including:

• Arts therapists
• Biomedical scientists
• Chiropodists / podiatrists
• Clinical scientists
• Dietitians
• Hearing aid dispensers
• Occupational therapists
• Operating department practitioners
• Orthoptists
• Paramedics
• Physiotherapists
• Practitioner psychologists
• Prosthetists / orthotists
• Radiographers
• Speech and language therapists 

Telephone: 0300 500 6184.