If there’s a problem with your healthcare or if something has upset you, your first step is usually to try to deal with the problem informally.
You could speak directly to the member of staff concerned or you might prefer to talk to someone more senior (for example, the practice manager at a GP surgery).
There’s a good chance that he or she will appreciate the problem, apologise, and try to put things right.
If talking doesn’t resolve the problem, try putting things in writing. A letter may help convince the organisation that the problem is serious. Keep a copy of your letter, and any replies you receive.
It’s also worth remembering that you don’t need to stay with the same doctor or the same clinic if you’re not happy. You can simply find another one that is accepting new patients. You don’t need to give a reason for switching, and you shouldn’t be treated any differently for doing so.
One organisation that can help with problems is the Patient Advice and Liaison Service (or PALS). There is a PALS for every hospital, and also one at your local Primary Care Trust for problems with GPs, NHS dentists and other services.
PALS are there to:
- help resolve problems
- explain how to make an official complaint
- give you information about NHS services
- provide confidential advice and support on using the NHS.
However the quality of the PALS service does vary from place to place.
Although PALS can help you make a complaint, the complaints procedure is separate from PALS, and you don't need to have contacted PALS to use it.
Other organisations that can help you make a complaint include the Independent Complaints Advocacy Service and THT Direct.
Complaints checklist
Here are some important things to remember about the complaints procedure:
- You need to make the complaint within 12 months of the problem happening, or within 12 months of knowing about the problem. This time limit may occasionally be waived if there was a legitimate reason why you could not complain sooner.
- Write to the head of the organisation where the problem occurred - for example, the chief executive of the hospital or the doctor in charge of the surgery. Alternatively, write to the complaints department of your local Primary Care Trust.
- The complaints investigator should negotiate a deadline with you for when you are due to receive a reply.
- If you’re not happy with the response to your complaint, your case can be reviewed by the Parliamentary and Health Service Ombudsman.
- Financial compensation is not available for legal expenses but small amounts may be given for inconvenience, out of pocket expenses etc.
If you feel that you have been discriminated against because you have HIV, you can contact either the Equality and Human Rights Commission or THT Direct. They can give you advice about challenging discrimination and taking the case further.
