It is important to try to discuss your concern or complaint with those providing you with your care, eg your GP, practice manager or hospital staff, but also to put it in writing. Each general practice and hospital will have internal procedures to deal with complaints. If you are unable to complain yourself, a relative or friend can help.
If this does not resolve the problem there are organisations that can provide you with information and advice about how to complain formally – translation services and interpreters can be provided for the complaints process, if necessary. See below for more information.
Complaints procedures for where you live
England
Clinical Commissioning Groups (CCG) are responsible for the delivery of healthcare services.
For support with a complaint, contact the Patient Advice and Liaison Service (PALS) or your local Citizens Advice Bureau (CAB).
If your complaint is not resolved at the initial stage, you can contact the Independent Complaints Advocacy Service (ICAS). ICAS is free and is provided by different organisations in different parts of England. For more information on ICAS and to find a local provider, go to www.pohwer.net.
If the complaint is still not resolved, contact the Parliamentary and Health Services Ombudsman (PHSO). Go to www.ombudsman.org.uk, or call 0345 015 4033.
Northern Ireland
Local Health and Social Care Trusts are responsible for the delivery of healthcare services.
For support with a complaint, contact the Patient and Client Council, telephone 0800 917 0222.
If the complaint is not resolved, contact the Northern Ireland Ombudsman, telephone 0800 343 424.
Scotland
Local Health Boards are responsible for the delivery of healthcare services.
For support with a complaint, contact the Patient Advice and Support Service (PASS). For more information on PASS contact your local CAB office.
If your complaint is not resolved, contact the Scottish Public Services Ombudsman, telephone 0800 377 7330.
Wales
Local Health Boards are responsible for the delivery of healthcare services.
For support with a complaint, contact your Community Health Council (CHC). For more information on CHCs and to find details of your local CHC, contact the Board of Community Councils in Wales. Alternatively, contact your local Citizens Advice Bureau.
If the complaint is not resolved, contact the Public Services Ombudsman for Wales (PSOfW), telephone 0845 601 0987.
Waiting times
If you receive your care in a GP surgery and have been waiting a long time for your diabetes check up, for advice contact either your primary care organisation, PALS service, citizens advice bureau, community health council, or Patient and Client Council.
If you receive your care in hospital and have problems arranging your appointment, or a follow-up appointment, for advice contact your GP.
Informaiton correct as of March 2013