Feedback & Complaints

You have the right to make a complaint about any aspect of NHS care, treatment or service,

The NHS encourages feedback because it’s used to improve services. If you wish to share your views and experiences, positive or negative, simply speak to a member of staff.

If you’re unhappy with the service, it’s often worthwhile discussing your concerns early on with the surgery, as we may be able to sort the issue out quickly.

Most problems can be dealt with at this stage, but in some cases, you may feel more comfortable speaking to someone not directly involved in your care.
The surgery has feedback forms available on their premises or websites.

You can give feedback without making a complaint.

The Friends and Family Test (FFT) is available for NHS services, including hospitals, GP practices and mental health services.

The FFT is an anonymous and quick way for you to provide feedback to an NHS service about the service provided to you.

Find out more about the FFT

There are other, more in-depth national survey programmes you might be invited to take part in to find out about your experience of the NHS.

There are many websites that invite you to comment, give feedback, or even rate NHS services or facilities.

You can comment on health and social care services in England on the NHS website.

You can either leave an overall star rating or post a review for other patients to see.

Complaints should normally be made within 12 months of an incident or of it coming to your attention.

This time limit can be extended provided you have good reasons for not making the complaint sooner and it’s possible to complete a fair investigation.

This will be a decision taken by the complaints manager in discussion with you.

You can make a complaint verbally, in writing or by email. If you make your complaint verbally, a record of your complaint will be made and you’ll be provided with a written copy.

If you’re complaining on behalf of someone else, include their written consent with your letter (if you’re making your complaint in writing) as this will speed up the process.

If the person cannot give their consent, for example, if they have died or lack mental capacity, or are a child who cannot complain for themselves, you may be able to complain for them.

What to expect

You should expect an acknowledgement and the offer of a discussion about the handling of your complaint within 3 working days of receiving your complaint.

If you accept, the discussion should cover the period within which a response to your complaint is likely to be sent.

There’s no set timeframe for responding, and this will depend on the nature of your complaint.

If, in the end, the response is delayed for any reason, you should be kept informed.

Once your complaint has been investigated, you’ll receive a response.

If you’re not happy with the outcome

If you’ve reached the end of the complaints process and are not happy with the organisation’s final decision, you have the right to bring your complaint to the Parliamentary and Health Service Ombudsman to look at.

The Parliamentary and Health Service Ombudsman makes final decisions on unresolved complaints about the NHS in England. This organisation is independent of the NHS.

For more information, call their helpline on 0345 015 4033 or visit the Parliamentary and Health Service Ombudsman website.

Many issues can be resolved quickly by speaking directly to a member of staff at the surgery.

Some people find it helpful to talk to someone who understands the complaints process first and get some guidance and support.

If you’re making, or thinking about making, a complaint, you could get free help from an NHS complaints advocate.

An advocate can help you to write a complaint letter and attend meetings with you, but cannot make the complaint for you or give medical or legal advice.

You can get free help from an NHS complaints advocate at any stage of the process. If you decide you need some support, it’s never too late to ask for help. Search online for ‘NHS complaints advocacy’ in your area or contact your local Healthwatch to find out who provides NHS complaints advocacy in your area.

Healthwatch is an independent statutory body that helps make sure your feedback is listened to.

Find your local Healthwatch