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This page includes links to local websites that we think you may find helpful. -
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The NHS provides good quality services to most people but sometimes things do go wrong. Very often a problem can be resolved, quickly, easily and informally but in some cases people may choose to make an official complaint. -
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If you are unhappy about any aspect of NHS care or treatment, or have a complaint about Public Health provision you or others have received, you can raise your concerns about it. This sheet will give you the information you need to know to get you started. Please get in touch if you need us to help with this. -
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There are two stages to the NHS complaints process, these stages are detailed below. -
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If you have decided to make your complaint in writing, this guide may help you to put this together and plan the details you want to include -
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Example framework for a first letter of complaint -
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A Local Resolution Meeting (LRM) is often offered as part of the complaint process. It provides an opportunity for the NHS organisation to answer any questions or provide further discussions or explanations face to face. If you are not used to going to this type of meeting it can be difficult to know where to start. The points below are intended to give you a short guide for what to expect from your meeting, and some thoughts about how you can prepare. -
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Under the Access to Health Records Act 1990, GDPR and the Data Protection Act 2018, you have the right to see your medical records. Sometimes this is known as a Subject Access Request. -
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The Parliamentary and Health Service Ombudsman, (PHSO) for NHS Complaints or the Local Government Ombudsman (LGO) for Public Health complaints, are the second and final stage of the complaints process. More information about the first stage Local Resolution can be found in the sheet “Making an NHS Complaint”. -
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