NHS England Complaint

Anyone affected by the actions or decisions of an NHS organisations is able to make a complaint. It can be made by someone acting on behalf of another person, which is the context when making an NHS complaint when somebody has died. Complaints can relate to NHS organisations (such as hospitals) or care practitioners (doctors, GPs).  

It is good to raise a complaint as soon as possible after the event has happened, as it is easier for the people receiving the complaint to investigate and respond to. The time limit for making an NHS complaint is generally 6 months, or within 6 months of becoming aware that there is something to complain about. If there is good reason as to why a complaint was not made sooner, then the NHS has the ability to extend the 6 month time limit.  

Steps of an NHS England complaint

The first step of making a complaint is ‘Local Resolution’ which means that you raise your complaint directly to the people providing the service first.  

This can be raising concerns to a member of staff immediately (such as doctor or nurse) or raising your complaint to the Patient Advice and Liaison Service which is in every NHS trust.  

If you make a complaint orally, a written record should be made by the complaints manager. It is useful to put your complaint in writing even if you have raised it in conversation as it ensures that your concerns are recorded.  

Your local NHS service (e.g) hospital will also have a direct complaints contact.  

You should receive a response within 10 working days from the place you complained to, or from the Chief Executive of the NHS organisation within 25 working days. This can be extended with your agreement. 

You should be kept informed of the progress of your complaint if it is taking longer to investigate 

tips

  • hospital compalints take a long time

  • its important to set out your concerns in writing and ask for a responsie in writing.

  • ask the hosptial to: