Making a Complaint About Your GP

Complaint About a NHS Doctor?

What happens if the treatment or care you received from your GP or a NHS docor was sub-standard or you feel that they ignored or misdiagnosed your symptoms? We understand you maybe feeling embarrassed, angry or confused what to do next. Speak to Russell Worth’s medical team about a serious complaint against your GP or doctor. Call 0800 028 2060 or let us assess your claim online and request a free call back today.

If you are not satisfied with the care or treatment you have received, or if you have been refused treatment for a condition, you have the right to complain. What’s more, you also have a right for that complaint to be investigated and to receive a prompt reply. These rights are embedded in the NHS Constitution, including:

• The right to have your complaint dealt with efficiently and to be properly investigated
• The right to know the outcome of any investigation
• If you’re not satisfied you have the right to take your complaint to the Parliamentary and Health Service Ombudsman
• If you think that you have been directly affected by an unlawful act or decision on behalf of an NHS body you have the right to make a claim for a judicial review
• You have a right to receive compensation if you have been harmed

Making a complaint

If you don’t feel that the service or treatment you received from your GP, dentist, hospital or pharmacist was up to standard, then you or someone on your behalf can make an official complaint. Every NHS organisation has a complaints procedure, however, if you feel too uncomfortable to complain to the service provider directly, you can make a complaint to the commissioner of the service – either NHS England, or the Clinical Commissioning groups.

When should I complain?

Complaints must usually be made within 12 months of the date of the event that you are complaining about. The time-limit can be extended if it is suitable and appropriate to do so – for example if issues didn’t arise until well after the treatment, or if at the time of the procedure you were suffering from trauma or grief.

What to consider before complaining

It’s important that you know what you want to achieve through your complaint before you make it. Whether you would be content with an apology, action taken against a member of staff, financial compensation, or to make a change to the health system, you need to make this clear at the beginning of the complaints process.

Before you make your complaint, make notes of relevant dates, times, names, even conversations if you can, so that the information is available to you as and when you need it.

You can complain orally, or in writing, but either way try to make your explanations as concise as you can – ideally talk it through with someone beforehand, or have someone read over it, to make sure it is clear and makes sense. If you chose to complain in writing, make sure you keep a copy of whatever you send, and the date you sent it.

Who can help you make a complaint?

It can be quite daunting to make a complaint, but you’re not on your own – the following groups can assist and support you when making a complaint:

• Patient Advice and Liaison Service
• Local Clinical Commissioning Group
• NHS Complaints Advocacy Service
• Citizens Advice Bureau
• Healthwatch