It is important to discuss your problem or complaint with those providing you with your care, eg 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 the complaints in the first instance, through local resolution. If you are unable to complain yourself, a relative or friend can complain for you.
If this does not solve the problem and you live in England, you should contact your Patient Advice and Liaison Service (PALS) staff at your NHS trust hospital or primary care trust. They may be able to help resolve your concerns or can provide you with information and advice about how to complain formally, and refer you to an independent complaints advocacy service (ICAS). This service will also provide interpreters for the complaints process (interpreted WDCTE only). If you live in Scotland, Wales and Northern Ireland, you should contact your Community Health Council (CHC) for advice about the complaints procedure. If you are still dissatisfied after these procedures, ask for the Health Service Ombudsman to investigate.
Contact details for CHCs and PALS can be found in your phone book or at your surgery, hospital, or citizens advice bureau.
Waiting times
If you receive your care in general practice and have been waiting a long time for your diabetes check up, contact your primary care organisation, PALS service or CHC. If you receive care in hospital and have been waiting a long time for your appointment, or a follow-up appointment, contact your GP.