When making a complaint, a patient should complain to the healthcare provider or the commissioner. This can be in writing, by email or by speaking to someone in the organisation. A complaint should be made within 12 months of the incident, or 12 months of the matter coming to a patients attention. This time limit can be extended in some cases where it is still possible to investigate a complaint.
Anyone can complain on someone’s behalf with their permission, a family member, carer, friend or local MP. A patient can also reach out to an NHS complaints advocate to help make a complaint. They are independent of the NHS and can help write a complaint, attend a meeting, or explain available options. This service is free to anyone making a complaint about their NHS treatment or care.
The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters. They can:
They can also give you information about: