Making a complaint about NHS services You have the right to complain about any aspect of NHS treatment which you, a relative or friend has received. However, the patient's consent should be given in writing if you wish to pursue a complaint on their behalf unless they are unable to do this (e.g. if they are very ill or have died). If possible, you should talk to someone near the source of the complaint in the first instance; it is frequently possible to sort things out straight away if you do this. Alternatively, you can speak or write to the person who deals with complaints about the service. All GPs and NHS dentists have a "practice-based" system for dealing with complaints; your complaint should be addressed to the Practice Manager. Opticians and pharmacists providing NHS services also have their own complaints systems; you should address your complaint to the Practice Manager. If your complaint concerns hospital treatment, contact the hospital Chief Executive. If you have a complaint about emergency ambulance services, write to the Chief Executive at the West Midlands Ambulance Service. There is a 6 month time limit on complaints; it is therefore important for you to complain as soon as possible, or within 6 months of you realising that you had a complaint as long as this is not more than 12 months after the event you wish to complain about. However, there is some flexibility, so your complaint may still be investigated if it is outside the time limit. Your local Community Health Council can help you with complaints if necessary. We do not investigate complaints, but we can assist you through the complaints procedure (e.g. we can discuss the procedure with you, help you write letters and go with you to any meetings). This service is free and confidential. Please note that you cannot obtain compensation through the NHS Complaints Procedure; this can only happen by taking legal action. Your Community Health Council is unable to help you if you decide to take legal action. Writing a letter of complaint The following is a sample letter to assist you in making a written complaint about NHS services: Your name Your address Your telephone number (if you have one) PRIVATE AND CONFIDENTIAL Date Name of Practice Manager/Chief Executive Their address Dear .. Re: Patient' name, patient's address, patient's date of birth I wish to complain about the care provided to the above patient. Give details of what happened, when this happened, the name or a description of any staff involved. Include details of treatments given and results of tests if known. I wish to complain because .. Please investigate this complaint and let me have your comments. Yours sincerely Your name You should also include a letter of authorisation if you are pursuing a complaint for a relative or friend, or if you wish to authorise someone else (e.g. Citizen's Advice Bureau or Community Health Council staff member, relative or friend) to pursue the complaint on your behalf. A sample letter of authorisation is shown below. Your name Your address Your telephone number (if you have one) Date Name of Practice Manager/Chief Executive Their address Dear .. I, (patient's name), authorise (name of relative, friend or professional advocate) to pursue a complaint about my medical treatment and to have access to the relevant medical records. Patient's signature .. Date . The CHC reserves the right to refuse to assist complainants who are offensive or abusive to CHC staff or whose statements of complaint contain remarks that may be considered racist, sexist, homophobic or otherwise derogatory or offensive.
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