Complain about the NHS
Find out how to make a complaint about NHS services.
If you have a complaint about NHS services you need to contact the NHS directly.
Our predecessor organisation - the Healthcare Commission - used to be involved in handling NHS complaints but this changed on the 1 April 2009 when the Care Quality Commission was formed.
Where do I start?
1. Ask your hospital or trust for a copy of their complaints procedure. Your first step will normally involve raising the matter, either in person or in writing, with the practitioner, e.g. the nurse or doctor concerned, or with their organisation's complaints manager. This is called local resolution and most cases are resolved at this stage.
2. If you're still unhappy with the outcome, you can then go to the Health Service Ombudsman, who is independent of the NHS and government.
Who can help?
Making a complaint can feel like rather a daunting process, but there is help available.
The Patient Advice and Liaison Services (PALS): There is a PALS in every NHS trust and they can provide further information and discuss options with you about how your complaint can be resolved. Some complaints can be taken up by PALS on your behalf and resolved to your satisfaction. Other complaints may require an investigation to be carried out, subject to the nature of your complaint. In either case, PALS is a good starting point. You can locate your local PALS through PALS Online or by visiting the NHS Choices website.
The Independent Complaints Advocacy Service (ICAS): ICAS is a free, confidential and independent service which can help you make a formal complaint about NHS services.
NHS Direct: Free health advice and information.
Citizens Advice Bureau: They can advise on NHS complaints.
