There are many reasons why people complain about their medical treatment. It may be to draw attention to a problem that needs fixing, to help them get something off their chest or because they feel let down by the service they've received. All general practices have an in-house complaints system to try and resolve problems quickly and effectively, minimising stress to those concerned. The first step is to see your GP or the practice manager and explain what the complaint is. Your practice should also have someone who oversees any complaints. If you feel uncomfortable talking to your doctor or their practice manager, your next step is to talk or write to the complaints manager at your local Primary Care Trust (PCT), ideally within six months of the incident.
Alternatively, you can turn to your local Patient Advisory Liaison Service (PALS), or the local Independent Complaints and Advocacy Service (ICAS). Both these services aim to help patients get the best from the NHS and improve the service. If you do not succeed through these routes, you may also wish to take the complaint to the Parliamentary and Health Service Ombudsman (P&HSO). If you make a formal complaint you can do this verbally, but it’s best in writing, as it can be very stressful and easy to miss points. If you make a verbal complaint the person you speak to should record what you have said and send a copy to you as a written record. Your surgery should then respond with an initial reply within ten working days, although progress may be slow as they deal with your complaint and hear from other parties. The whole process of a complaint is very stressful for both parties and should be taken very seriously. Most medical staff simply want to provide the best care and maintain a good relationship with their patients, without causing difficulties. Most patients just want to understand where things went wrong, receive an apology if they have been poorly treated and prevent the same happening to anyone else.
This article was last medically reviewed by Dr Gill Jenkins in May 2009.
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