How to complain

Most medical care and treatment goes well, but things occasionally go wrong, and you may want to complain. So where do you start? Every NHS organisation has a complaints procedure. To find out about it, ask a member of staff, look on the hospital or trust's website, or contact the complaints department for more information.

You may want to make positive comments on the care and services that you've received. These comments are just as important because they tell NHS organisations which factors are contributing to a good experience for patients.

What are my rights?

If you're not happy with the care or treatment you've received or you've been refused treatment for a condition, you have the right to complain, have your complaint investigated, and be given a full and prompt reply.

The NHS Constitution explains your rights when it comes to making a complaint. You have the right to:

have your complaint dealt with efficiently, and properly investigated,
know the outcome of any investigation into your complaint,
take your complaint to the independent Parliamentary and Health Service Ombudsman if you're not satisfied with the way the NHS has dealt with your complaint,
make a claim for judicial review if you think you've been directly affected by an unlawful act or decision of an NHS body, and
receive compensation if you've been harmed.

Who should I complain to?

You can complain either to the service that you're unhappy with, or you can complain to your local primary care trust (PCT) that commissioned the service.

When should I complain?

As soon as possible. Complaints should normally be made within 12 months of the date of the event that you're complaining about, or as soon as the matter first came to your attention.

The time limit can sometimes be extended (so long as it's still possible to investigate the complaint). An extension might be possible, such as in situations where it would have been difficult for you to complain earlier, for example, when you were grieving or undergoing trauma.

Where do I start?

Since April 2009, the NHS has run a simple complaints process, which has two stages.

Ask your hospital or trust for a copy of its complaints procedure, which will explain how to proceed. Your first step will normally be to raise the matter (in writing or by speaking to them) with the practitioner, e.g. the nurse or doctor concerned, or with their organisation, which will have a complaints manager. Alternatively, if you prefer, you can raise the matter with your local primary care trust. This is called local resolution, and most cases are resolved at this stage.
If you're still unhappy, you can refer the matter to the Parliamentary and Health Service Ombudsman, who is independent of the NHS and government. Call 0345 015 4033

Who can help?

Making a complaint can be daunting, but help is available.

Patient Advice and Liaison Service

Officers from the Patient Advice and Liaison Service (PALS) are available in all hospitals. They offer confidential advice, support and information on health-related matters to patients, their families and their carers. You can find your local PALS office at the Office Directory at PALS Online.

Independent Complaints Advocacy Service

The Independent Complaints Advocacy Service (ICAS) is a national service that supports people who wish to make a complaint about their NHS care or treatment. Contact your local ICAS office through the hospital manager or PALS, or by calling the following numbers:

London: 0300 456 2370
South East: 0845 600 8616
Bedfordshire and Hertfordshire: 0300 456 2370
Cambridgeshire, Norfolk and Suffolk: 0300 456 2370
Essex: 0300 456 2370
South West: 0845 120 3782
West Midlands: 0300 456 2370
East Midlands: 0300 456 8347
North East: 0300 456 8348
North West: 0300 456 8350
Yorkshire and Humberside: 0300 456 8349

Citizens Advice Bureau

Your local Citizens Advice Bureau can be a great source of advice and support if you want to complain about the NHS, social services or local authorities. You can find your local Citizens Advice Bureau on its website.

NHS Direct

NHS Direct can advise on NHS complaints. Call 0845 4647.

The Public Law Project’s website includes a guide to making a complaint.

Things to think about when complaining

If you decide to make a complaint it's important to consider what you want to happen. Are you content with an apology, do you want action to be taken against a member of staff, or do you want a change to the system? Whatever action you're seeking, make this clear.

Before you make your complaint, make a note of the relevant events, dates, times, names and conversations, and include all necessary details. Your notes will also help you to remember all the details in the future. Processing a complaint can take a while, and you might be asked to verify some information at a later stage.

Whether you decide to complain orally or in writing, try to make your explanations as short and clear as possible. Focus on the main issues, and leave out irrelevant details. If you can, talk through what you want to say with someone else, or ask them to read what you've written before you send it. If you complain in writing, keep a copy of everything you post, and make a note of when you sent it.

Comments

60 Comments about ‘How to complain’

Our rules:

Comments are personal views. Any information they give has not been checked and may not be accurate.

FairyNuff said on 07 February 2012

I'm in the 7th year of menopause symptoms, my life is a living hell, waking up 3 - 6 times a night soaked through, needing a pee, heart racing. I have to sleep between towels or or have to change the bed each time :( I'm miserable beyond miserable, to the extent where I think of ending it all every day.
The thing that sickens me and upsets me the most is that when it all started, I became extremely forgetful and complained to the so-called "specialist" Dr at my surgery. NOT my usual Dr who is gay and i think phobic about dealing with womens issues. Anyway, she reassured me and put me on HRT. Well guess what? I kept forgetting to take them which resulted in dramatic mood swings and floods of tears for no apparent reason. So I go and tell this same Dr and she shocked me and upset me massively with her reply "Well it depends how much you want the symptoms to go". Considering she was the one who explained forgetfulness can be part of it I found her to be completely unprofessional, She refused point blank to give me patches whitch i believe would have helped a lot.
As a result of this and my own Drs lack of interest, in spite of my high blood pressure which he did nothing about, I now would rather die than go back to them. They have it on record that i feel suicidal but it's plain and abvious they don't give a toss about me or my complaints.
I'm just waiting to die now as my life has no purpose and i have no will to live or spark left. I'm 54

Casualty said on 30 January 2012

I for one prefer to view the comments on NHS Choices, before selecting which Practitioner Surgery I choose. Rather than a GP appearing on National TV, giving reassurance that the complaints are not a true picture! That's for me or patients to decide as there's no smoke without fire, not a Doctors interpretation!

Casualty said on 26 January 2012

It's wrong!

GP influencing public opinion of a website designed for the general public & their personal practice appraisals / feedback / complaints to achieve better working practices / care / rectify faults within NHS service. GP should not interfere / influence - through their own opinion (Should not be allowed, It's of no benefit to the patient or improvement)

We should be looking to achieve a 100% & put right the faults, after all they're dealing with peoples lives! Not to be looked at as an average.

The results shown on the programme, shouldn't have a bearing as the patients at that surgery are compromised!
As they could be targeted via the patients list on that day.

Casualty said on 24 January 2012

I think it is wrong that GP appears on National TV programme, complaining about anonymous comments on NHS choices. Very misleading / Misleading the public.
They saying it's a personal attack. The site is monitored & naming of particular GP to name & shame, is not allowed due to legal reasons & amended.
The other reasons why it works so well, is that people are not pressurized & to meet the people complaining about, feeling awkward having their view swayed.
They cannot be crossed off the surgery patient list & told to seek a new practice.
They can not be prejudice against, for taking action.
In order that preferential treatment is not given to the patient complaining & the complaint benefits all patients as a whole - through it being anonymous.
They are also saying it's not showing a true cross section, which to me sound like they don't want to put their faults right and wish to work on statistics which can be interpreted differently.

chronicpainpatient said on 20 January 2012

ive just been to see a pain specialist and he sat there giggling saying 'i can stop your prescription any time i like'.

i am fuming.

he refused to answer the one question i had for him and giggled and said words to the effect of 'wouldnt you like to know'.

he spent the whole interview giggling and getting off on a power trip knowing how easily he could ruin my life and how there was nothing i could do about it for fear of being refused my pain medication.

i really pity his other pain patients.people like that should never be put in a position to hold the keys to the medicine cabinet.

he behaved like a spoilt childish bully taunting a younger child.

total abuse of authority and of my consent to be doctored.

StylesK said on 28 December 2011

I have had pains on the right hand side of my stomach now for months, everytime I go to my doctor I keep getting different medication and different diagnosis and in the end I did a blood test and went to hospital for an ultra sound on my gall bladder. They told me on the day of my scan that my gall bladder wasn't functioning properly and that I had to go back to my doctor in a week to discuss my next step. I went back earlier this evening and on his results of my scan apparently everything was fine and the same with my bloods. Only now my doctor has now said I have irratable bowels and has given me more medication to take. I am sick of being pushed around by doctors and especially the hospital telling me one thing on the day of my scan and then sending completely different results to my doctor! Something seriously needs to be done with the healthcare system because I can't move at times with my pains and on top of that, I missed out on three weeks of my college education because my pains were causing me that much trouble. At one point I was walking on a crutch to reduce the pressure on my right side when walking and even that didn't help for long. I want a better healtcare system that doesn't constantly mess you around and give you medication you may not even need. Something needs to be done and quickly so that others do not have to keep going back just to keep getting told something different it is pathetic the system we have now and it needs to be changed fast because I don't know if others have been in similar situations to myself, but if you have then I hope you agree with me and say something needs to be changed! I officially refuse to go back to my doctors surgery now as I have quite literally had enough of how I have been treated.

MrChickenKiev said on 14 December 2011

I'm not going to even point out what my problem was, I want to remain anonymous, suffice to say that I haven't even suffered to the degree other patients have on this page.

I want to remain anonymous for the very reason that I could be bullied like the patients here into having no medical support at all.

I just want to point out, why do we stand for this? We pay for the service, and we are entitled to dignity and respect- if not a decent quality of medical intervention. And I don't think we are unique, there is a growing sizeable minority who suffer in silence.

But where are the patient advocates to put forward the patients point of view? The service needs to be reformed to reflect patient's needs, not solely the views of practitioners.

sunin said on 24 November 2011

I am very shocked with the service provided by the receptionist .In Wembley Park Medical Centre at Wembley park drive , Wembley. On 3 occasions i tried to book appoint to be see a doctor but they keep telling me to see the nurse. I was going through extreme pain and wasn't something that nurse can cured it . All i know GP as a Joke and i try to avoid it . If nurse are that well experience why do we need a doctor and the receptionist are very very rude , the most rude customer service i have ever experienced in UK. All i told them was if i can book a appointment to see a Dr. in advance they ask me to call early in the morning for the same day. why don't they understand we don't get paid that high as they do get paid by NHS . I work for 6 days and just manage to meet my basic needs and can't afford to leave the job and if i want to be more planned in advance and book appoint rather they giving me their own time and ask me to take time off why can't they book appointment in advance so that i can take time off and planned according that doesn't effect my work . I just hate my GP and i wish and pray to god these all GP personal should get pain in their tooth or somewhere else everyday which could only be treated out side GP and they will know how it feels ?

cba123 said on 14 November 2011

I made a complaint against a neuro surgeon about the way he spoke to me, He shouted at me in front of a ward of patients and their visitors when I had just came out of Theatre 2hours earlier. There was other problems before the surgery - I had to beg the surgeon for help for 1 year as he would not listen that his first surgery had failed, I am now partially sighted with damaged optic disks so most likely will lose my sight amongst other things.

The hospital looked into the complaint and instead of an apology for the way I have been treated I have now been discharged by the surgeon, no other neuro surgeons in the hospital will see me, aswell as my neurologist not helping me now. All because I made a complaint I am being left in sever pain and the "professionals" are watching me go blind.

No-one will even check to see if the surgery is working. It has been 4 months and the last four months have been the worst of my life. I wish I never even complaint then at least I would have had a rubbish neuro- surgeon instead of not having any.

kniick said on 13 November 2011

Following on, I had been treated like a King in Poland..wow, back here I was treated like scum..for how many years! I despise all those dr's nurses and hospital staff who abused me with negligence, racial discrimination, medical negligence absolute rudeness( even in front of my wife and little children!)
This dr who had 'examined' me caused massive adhesions, permanent nerve damage, my urine bladder to be massively distended pushing all my organs right up in my cavity, mental health issues to me and my family, twisted bile ducts ( from the adhesions) which lead my body not to be able to process food, but blocked my system(great!..not)... I've aged 20 years, have zero respect or trust in NHS, have 'damaged' kids now, nervous disposition, mentally scarred wife. What is this all about! natural selection? May God forgive them who did this to me.

kniick said on 13 November 2011

I was not told I had a gallstone,which was discovered in 2004. I suffered many years chest pains,even 'heart attacks',eventually last year after being rushed to hospital,suspected heart attack, and being released from hospital with no treatment after being told my heart is fine, i insisted with my gp for a scan, where I was told i have a 15x7 mm stone.I was told |I would need laproscpic surgery to remove my gall bladder.( a personal friend who is a gp said i didn't need suregry,i could have it removed by endoscope.Armed with this knowledge, i went to a gp,who i had only seen once before,to express i dont need this surgery,but endoscope would do the trick..he and i argued heatedly,and he told me not to believe all i read on tinternet..i said a gp told me,when he asked the name of my friend ,i told him, he shut up,1-0 to me.Anyways after much deliberation i had this laproscopy,as i was refused anything else on NHS.after day surgery i was left full of gas and had an awful 4 days suffering with diarrhea and massive pains, flatulence and jelly like tummy.I couldn't carry on , it was horrible,so i was made an app at the gp's.It was the same gp with whom i'd argued. Anyhows, he told me to lie on his table for an examination,so i did.He hovered over me, and with the most viscous force I've ever experienced in my life he pushed down with all his might on my lower left, lower right and whole right hand side whilst saying'so,you've just had major surgery ,have you!'.. I felt like I had been pushed right through my body, right through! In total shock I staggered up,and managed to get home where \i spent two weeks in bed,writhing in agonies.For For 3.5 months I suffered tremendously,getting worse by the day,losing dramatic weight(27kilograms)going nuts in the head,still in shock.Two hospitals later,many gp appointments..all amounting to nought.Eventually in total desperation,my wife took me to Poland,where I was admitted and surgically repaired,thanks be to God for Poland!

cosmickas said on 04 November 2011

I fell over back in February (2011) Breaking the skin and allowing something very nasty to invade my body. I first noticed something wrong two days later when my toes had swollen, followed by my lower, upper legs my whole body as this thing traveled up through me. I felt I 'could cope' so didnt go to see my GP for about two weeks that was only because the swelling had gotten so debilitating and my rib cage felt so tight, I was breathless. They took some bloods, then the results were lost, took some more, by this time the thing had made its way into my chest, my whole left side was aching, I had to hold my left arm in a sling it was so painful, I could hardly walk as any form of motion made my chest/rib cage so sore, made my Heart was pound within. the only thing the blood test showed was that I was Diabetic (I have since had the sugar tolerance test and I am within normal limits) I had seen by now three different Doctors who told me I was imagining it all and didnt know my own body, so nothing was done to help me. I knew something was wrong, the mood swings, the depression, the needed to pee so often at night, feeling so run down and fatigued. It got so bad my whole upper body was rocking with every beat of my Heart, but despite seeing seven Doctors at my surgery (some I saw more than once) Not one of them listened to me heart or tried to help me in any way. I put that down to the fact I am a recovering Heroin addict they all looked to that, I would agree if I had been injecting and by February I was almost three months clean of the drug anyway. So I fought on feeling extremely let down by my Doctors and then in early October I suffered heart failure and was rushed into A and E straight onto a Heart monitor. I have since had an echocardiogram which was normal, however the ECG showed I have a very fast Heart rate and also it is missing four or five beats in between. I feel so cross that no one listened now I am taking beta Blockers and still dont know the cause :(((

Shamus1966 said on 02 November 2011

Why has the actual cleaning of teeth (plaque etc.) now been sectioned off to a hygienist; treatment which apparently now (conveniently) sits outside of the dental cover offered by the NHS and is thus an aditional c. £50 charge when it was originally a) incorporated as part of a check up and b) inc in the costs which we already pay for in our NI. Just seems a sly way to charge twice. Money is tight and if I'm paying the dentist the same I expect them to do the whole job not half of it! Please advise how I can get them to do this/what the deal is?

andygeorge117 said on 24 October 2011

I'm not too sure if this is the right place to put this but it seems like it's pretty close.

I filled in a HC1 form (for costs towards services) as I need an eye test + glasses/contact lenses and I am a student living off of £15/week so I can't afford the eye test or the glasses myself.

I haven't received a letter back, or anything with information about anything and its been a month now.
What is the average turn-around for this kind of thing?

Another Passive Recipient said on 23 October 2011

As I previously explained to you, we are not taking any further action on your complaint and your case will remain closed. Ms xxxxx letter to you of xxxxx 2011 was our final decision on the matter and we will not be providing you with the further information or explanations that you seek

The above is what you can expect from an Health Ombudsman employee

You are supposed to / would think you'd able add to your complaint should further facts turn up
(It's there for General Public protection)
Extremely relevant information could turn up at a moments notice - things aren't that clear cut

But the Director of Outcomes & Learning would prefer
to look into why not to look into things - that their non qualified staff (assessor) come up with.

It is so babyish / unprofessional - it's a waste of time even contacting them - only 2% of complaints are looked into - only if they can't wriggle out of it.

Another Passive Recipient said on 22 October 2011

CCTV should be used / recordings in all NHS facilities (GP's / All hospitals etc. Even ambulances)
to safeguard the patient as too the NHS employee
all appointments recorded with any staff
the recording cannot be turned off without consent of patient

British gas plumbers have more checks / yearly exam
with a very high % pass to renew licence. GP's should
have to wear a card and state they have been reviewed &
sat exams to brush up their skills on a yearly basis
(& have spot checks to keep them on their toes - continual
assessment like any business) - they are dealing with lives (supposedly important) & get paid well.

Holy Moly GP's - running / managing the NHS budget
maybe will get a muffin & £130 compensation if they don't
deliver! - good at waffle / rude / blaming / singing their own praises / qualifications and that's the elite! Give them a through examination Yearly! An enema - Only the good to be retained
Roll play might help too as too bringing "Matron" back, and smatness.
Bring back proudness, professionalism & good work ethics - you chose your career (vocation)
C should B 4 care!

Mr. Cameron had a good experience but the others don't
his will shouldn't be instilled to others - the complaint's system needs looking into & it should be the patient is innocent until proved otherwise - there's no smoke without fire!
Doctors have taken oaths and shouldn't coerce / manipulate / mislead / get round laws etc.
plus handing out pills (like Sweeties by many) is seen as part of the job - lots of things get better naturally anyway.

Another Passive Recipient said on 21 October 2011

You only need watch Lord Allen Sugar The Apprentice 2010,
Dr. Dolittle & not delivering & not understanding / seeing it!

Drug companies trials should be better monitored also,
to safeguard and not statistical rubbish.

Another Passive Recipient said on 20 October 2011

The Health Ombudsman has a Director Of Learning Of Outcomes - rather than look into complaints, they rather look into why they shouldn't look into it (even if it could save lives / pain / money etc)
and to see if the "non qualified" asessors (deemed able to do the job) only "non medical / pharmacological" was the right decission - again is this person qualified?
Doesn't actually learn anything, if never looked into & won't answer specific questions but the person complaining has to! Also has 4 times as long to reply, then only 3 months for you to take Legal action. You even have to tick a box "to say you won't take legal action" for them to even look at your complaint - thus showing it's not there to safeguard the public
You'll go round in a circle for sure, it's designed / made difficult so you don't complain & drawn out / unprofessional. Other bodies know your wasting your time & have little input / clout! as many are funded by NHS even Legal Boards
21st. century medicine / complaining "The Dark Ages"
NHS / practicioners are above the law, break laws / get round the law - never liable
or have spot checks. (Science can never be wrong!!!)
They don't know how medicines or treatments work, but they know they never are the cause (So there should be no more breakthroughs)
This does not justify tax payer money (waste or protect the general public) The Health Ombudsman should be replaced with new system / new people without the existing bad habbits / mentality
Many NHS Doctors would like this as they too are concerned by the Doctors who let them & the NHS down
and would be treated as whistleblowers.
Doctors should be fit to practice mentally & physically - but are not monitored & should be - They should have a points system & salary reviewed depending on mistakes made
or dismissal
Seeking the Legal option from the start than going through
the complaints procedure

lizard2011 said on 04 October 2011

what lets down the nhs is the doctors. some of the nurses can be fantastic and the facilities and the patients but i had a terrible time in one sence due to outrageously stupid doctors.

ninny said on 20 September 2011

Try going to any NHS hospital in and around Herts area,St Marys is a five star hotel in comparison for care! hygienee!handwash dispensers everywhere,and smiling faces,food for a veggie a bit dickie but thats being veggie for you,my physio's have all given there all in picking up the pieces of the atermath of my knee surgery,and in my humble opinion are the real stars not the surgeons,especialy after my last encounter with my orthogod who seemed to think I was a child in the way I was spoken down to,I am not,and the bottle of white wine advised against the tramadol for pain at night may well have neem a joke!but it has not been taken up,I want the pain gone the painkillers gone,and not my liver!!!! but as a hospital St Marys hats off to you with many thanks

bea2011 said on 14 September 2011

I felt very strong and sharp pain in my back and my belly. Being 3 months pregnant I called ambulance. I was not able to walk (every time I tried I collapsed) and did not remember what happened. I was told my pain is not life threatening and nobody will be sent. I was on my own in the flat and unable to walk and scare to death that I am loosing the baby. I was very lucky that my flat mate come back from work and seeing me the way I was called the ambulance again. This time after about 20 min the ambulance come – 2 of them (the out of hours doctor, who I also called, called for one as well).
Once in the hospital I was sat in wheelchair which was taken away from me after about 10 min because other patient needed and that was the only one in the hospital. I was helped by some gentleman who was waiting in the A&E and my flatmate. The nurse did not even bother to move towards me. Once in the room with the nurse I was asked all the typical question (including about my pregnancy etc) in front of another patient (male!!!) who was waiting to be collected by other nurse. Once the nurse finished she told me to walk. Since the pain was so strong I could not move my legs the tiers started flowing. The nurse said that I am not helping her by crying and have to stop. Finally she realise that I am not able to walk and in lots of pain she damped me on the chair and went to get push chair and than transported me to some other room without explaining what will happened next.
.When I called the hospital to find out why was the ambulance not sent I was told that is the machine who decides if the ambulance is needed or not. Somehow it does not make me feel any better.
I also called the hospital to find out why I was intervied in front of male patient but nobody called me back.
I was never scared of labour but after this experience I am terrified and not being able to sleep thinking how am I going to be taken care in this hospital.

howard1972 said on 24 August 2011

you must always complain if things go wrong or you are not recieving the correct care you should. otherwise things will never improve in the nhs. there is always a way to take your complaint further and if you reach the ombudsman and he does not listen take legal action there are a lot of poor solicitors out there but if you shop around you will find one with the bottle to take them on dont let the system beat you.

welsh person said on 07 August 2011

After noting in my file that local anesthetic does not have any effect on me the night before major surgery to remove a kidney, the team relied on an epidural for pain relief during and after the operation. An epidural uses local anesthetic. So I underwent major surgery without any pain relief. When I complained I was told that local anesthetic was "safe", and was then ignored. I wish NHS staff were able to read...

LAW HULL said on 18 July 2011

They keep a record on you and they single you out for further neglect. its a fact that I have proven time and again.
They also break patient confidentiality between departments, which I have also proved so if I were you, if you want more treatment forget your complaining and make a protest outside the building with banners etc..

LAW HULL said on 18 July 2011

The sad fact is that there is no complaints system that is in support of the patient. It does not matter how you are treated. I was refused hospital treatment and I had to be re-admitted after presenting myself to gp's and to hospital. I had loss of motor function in my right arm and I had to take myself into the hospital chapel after admission by ambulance just to force them to give me an MRI scan! The scan revealed that I had two prolapsed discs and the surgeon told me I needed emergency surgery which I had within 36 hrs. None of this mattered when I complained through the levels including Ombudsman, MP, etc, etc.. All I got for my pains was further neglect by NHS dental and now I have just had to attend 3 practices just to get my problem acknowledged! My wife had two teeth drilled without anesthetic and she was totally traumatised. After complaining and getting nowhere the dentist is claiming my wife refused the needle. Absolutely rediculous. She has never refused a needle in her life and all her records prove so. After my surgery I had nerve damage in my throat and the hopsital tried to cover it up. Also an implant was declared as being fitted in my body but the xrays and mri images I requested proved no such implant (a cage) was fitted!
Forget complaining because as far as the nhs are concerned we are all just chattle and unless you have the money to sue the nhs these no win no fee advertisers dont have the bottle to see a serious case through.

Unless you have a broken bone or something like that then forget about gp's and get into the mind set that you are in good health and your body will follow. This is truth.

We can indeed heal most of our own physical problems including overcoming pain. I have proved this to myself time and time againg including swine flue!

To look upon disease will create its appearence within the mind and then within the body.

See truth, disease is only an appearence and the reality is health.

Believe its truth!

cnitB4 said on 15 July 2011

The NHS complaints process is entirely unfit for purpose. Nobody knows how to carry out an honest and thorough investigation for fear of revealing the weaknesses in the system and operators, which let patients down causing misery and unnecessary suffering. The system is geared to protect NHS interests and nobody is disciplined or brought to book as they would be in outside jobs, even with simple Health & Safety breaches.

For instance, within a GP practice, who is going to 'shop' a partner for incompetence, or ever admit it in an 'investigation'? I've seen it, and there is no recompense whatsoever - they just play dumb and don't answer your questions.. There's no recognition or ownership of the problem and no knowing if anything's been done about it.

The 'back-up' system, or Ombudsman, is completely out of touch with current practices, and can only manage to investigate about 2% of all complaints she receives (the Headliners I expect); the others are rejected without any intelligent reasoning applied, from staff who don't grasp the problem. The 98% of those who thought their complaint wasn't investigated properly never get an investigation at all. They feel put down, disgusted and disillusioned, and I quote from experience.

ashley perkins said on 13 July 2011

I didnt like anything the Royal Oldham hospital was a disgrace it were filthy it took the cleaners 3 days to clean the blood of the floor. It also took them 10 hours to clean the bed which was full of blood i asked them at 8 o clock they said they would change it then but they didnt so i asked about another 5 member of staff which also said i will be with you in a minute but they did the same an never came back. So i ended up changing it my self 10 hours later. My girlfriend also required stitches after giving birth the midwife who gave her the stitches said she was blind as a bat i thought she was joking but she wasnt because the stitches were that loose that theyve fell out so now shes got to go back and have them done again. I could carry on all day long but hopefully you will read this and not make the same mistake we did and go to a different hospital.

wever said on 04 July 2011

I read with disgust that the BBC reports the NHS as providing Heroin to addicts
http://www.bbc.co.uk/news/uk-england-london-13944209
basically on the grounds of "it costs less than the effects of crime would". Really? Well, on that basis, I have a couple of questions : firstly, if I state my addiction to photography and my intention to rob a camera store, will the NHS buy me a new Nikon DSLR? Secondly, one of my friends read the article and has described themselves as single and a potential 'intimacy addict" and was wondering if you could set them up with anyone? Finally, most of my friends and I think we may be addicted to food and were wondering if you'd send us some restaurant vouchers so we don't have to casually shoplift fruit from Tesco or something. I think you'll agree that your actions in assisting my friends and I will certainly curtail our potential criminal activity. Oh, and I'd like a big-screen TV - it will be much more convenient for you to provide me with one than me having to steal one (and I'd only hurt my back carrying it, which would be a further drain on NHS resources, I'm sure you'll agree)

yorkie4 said on 15 June 2011

i have been having a lot of problems with my neighbour and there dog basically i haven't been able to sleep for weeks and i am getting very depressed over it and also noticed it seemed to be affecting my diabetes
i went to the doctors because it has got to the stage where i really can't control my anger.
i am now scared that if it comes to another confrontation i could seriousley hurt one of them
i explained all this to my doctor and all she has said is there is nothing they can help me with which i now find even more depressing i have tried everyone and everything to get this sorted but i cannot beleive my doctor will not help i have now found when i am getting really andgry i have started to hurt myslef

starsdb123 said on 10 June 2011

I went to a C.A.S.H Clinic (a clinic where they do cervical swabs etc) two days ago in Trowbridge, Wiltshire. Usually I would attend the one in Westbury, where the nurse there is extremely friendly and makes you feel proud that you are actually bothering to go and get yourself checked out! But, this time they had a huge waiting list so thats why i decided to go to Trowbridge. Basically from the second I walked into the reception i felt very rushed and unwelcome. I didn't know if I was in the right part of the hospital so when i came to ask the receptionist just butted in and asked for my name, then when i went in to get checked out the nurse was trying to pressure me into letting her take the swab and really drilled it into me that i must go on the injection or implant (which i really do not want to do as i had so much trouble with my periods on the pill!). She simply said 'I'm just doing what I think is best for you' and i said 'I know but i'd rather do it at my own pace through my GP' She was so rude with some of the other things she was saying to me! No wonder young men and women like myself don't bother getting checked out with nurses like that! I think that's put me off for life! Oh and another thing, she didn't even ask me if there was a chance I could be pregnant, she just said 'nope, you're not pregnant' and ticked a box! And as a matter of fact, I might well be pregnant as me and my long-term partner have been trying for a baby. Even when she asked me questions I couldnt finish what I was saying because she would butt in and but words into my mouth! It was humiliating, hurtful and disrespecful and I'm surprised she has been working for so many years! She should be sacked.

User561390 said on 04 June 2011

Queen marys hospital roehampton
Radiology dept.
Was supposed to have barium /CT scan done. Given the completely wrong set of instructions - they sent me the wrong letter with the wrong information and now it has cost me yet more time. Were not helpful and tried to evade taking responsibility for their mistake - embarrassing me in the main lobby because I dont have my own home telephone.
I Suggest: OPT for another place to have scan. Queen Mary's hospital has some very well run depts: ATC for example and the Day Case Unit . Radiology however is badly managed, causing inefficiency and in my case - a possible cancer suffer - yet another valuable month lost in the diagnosis process. Thank you qm radiology dept for not fufilling your responsibilities or duty of care.

S7 said on 23 May 2011

Beware NHS Dental patients, I have found some Dentists around the SW8 do not give proper examinations, and recommend the cheapest options, not the best, like tooth extraction or filling over an infected nerve, if you are unable to pay them private rates for more come complex treatments, such as root canal.

Get a second opinion, if you are not sure about what you are being told is correct. This has got to stop before we all end up toothless, or with rotting teeth.

User555591 said on 16 May 2011

The care my husband has been receiving has been excellent at fazakerley hospital in aintree.
My issue is with the reception in clinic 6 and 7. They give you such a hard time about everything from booking an appointment to asking for further information on where to go or for additional forms that are needed. They have such a bad attitude. I realise they're asked for the same information all the time but it's not the patients' fault.

Triquetra said on 26 April 2011

I recently went to my GP and was prescribed 2 medications. I gave the prescription to the Pharmacy and paid £14.80 for both items and waited for them. I was then told that they one of the medications alright but that they only had 1 weeks worth of the other item and they gave me an "I.O.U" for it, and told me to come back the next day, I did so, but just missed them, I went again the next day to be told they were having trouble obtaining the item and I would have to come back again after the bank holiday. I asked them what would happen if they couldn't get the rest of the missing item, and was informed that I would have to get another appointment with my GP, get another prescription and that I would be charged for it again. I don't see how this can be right, as they did not complete the prescription but charged me for the whole thing. Has anyone else been in this situation? I will be ringing the NHS PCT to ask for the official stance on this, and will be making an official complaint if they say this is so. It's an absolute disgrace if it is!!!

aminamum said on 15 April 2011

I'm trying to conceive for more than 3 years but nothing happened and I can't get a referral to the specialist because of the new regulation -bcause i have a 6 years girl-

Ray2010 said on 19 March 2011

I am a patient and have right to name the bad GP or Nurse. Of course I would give full my reason(s) for name and shame the GP/Nurse.

zainy said on 23 February 2011

I've been trying to get an appointment with my GP and I keep getting told to ring at 9am, when I do I can't get through because the line is busy. when they finally pick up I get told to ring back because all the appointments have been taken. I really don't know what to do. The receptionists have the cheek to get angry and tell me to take the appointment with the practice nurse if i'm that desperate. I haven't been able to see my GP for over a year because every time I ring he's either on holiday or fully booked. Now they've got a stupid system in place where we get put through to the practice nurse and she will then put us through to the doctor, and if she thinks we're not sick enough to see him then we don't get an appointment. Great isn't it!

migster said on 07 January 2011

why are most receptionists in Drs surgerys so rude & incompetent?

DavidMills said on 07 December 2010

I have a question. Why when the Doctor issues a Repeat Script does the Doctor have to print out one script for each repeat rather than printing with script stating the number of repeats to be issued? Why does the Pharmacy not have a computer system whereby they can enter the number of repeats authorised by the Doctor and then print the number of remaining repeats on the label placed on the packaging of the prescribed item?

In theory you want to save money and reduce waste – printing the repeat script for each repeat is a waste of money compared to printing the script once

APatientPatient said on 23 November 2010

-the rule of being in the catchment area of a practice should be abolished, as this facilitate badly run, non-professional GPs to practice medicine and sometimes, as a consequence, people get killed by their GPs incompetence;
-patients should be allowed to register whereever they want;
-if a practice runs badly, 2 get shut down, because the number of patients is very low (inefficient to keep this open); only in case of depopulated areas to allow the practice to be open, up and running, if the patients are pleased with the practice performance.

APatientPatient said on 23 November 2010

I was trying to actually say that I would welcome specialist clinics, like GUM Clinics, for different medical problems, walk in and with appointments, disregarding the GPs referral rule.

APatientPatient said on 23 November 2010

-patients should have the option to allow to some people to have access to their records during their life time and after death (their folowers' lives may be same by the information provided through their parents or grandparents medical records);
-the blood group of each person should be legally recorded in their IDs/passports, as in case of accident, it's best and quickest source of information for an ambulance;

APatientPatient said on 23 November 2010

-my previous practice receptionist ‘forgot’ 2 update my details, same update of address requested for 3 times & I missed my physiotherapy appointment because of her lack of professionalism;
-direct access 2 specialist treatments & walk in clinics for each speciality you name, as this waste of paper & envelopes & calls & salaries for the ones who r handling docs….is futile…non-efficient…damaging patient’s health by having a delayed treatment & is not cost effective for NHS (like GUM Clinics);
-an easier way 2 complain & 2 follow up a complaint;
-images, such Xrays, MRI scans etc, to be in the patient possesion as well as scan on the GPs PC;

APatientPatient said on 23 November 2010

-accountability & fairness in treatment: CCTV cameras 2 work 2 film not only the possible abusive patient, but receptionists & GPs as well; any patient 2 be able 2 have access 2 their recorded time spent in the practice or 2 privately record his/her session as some has memory problems, others language difficulties & some are really bullied by the staff & they need 2 have a proof of the staff’s behaviour when they complain about it;
-transparency & openness: what GP writes down in the PC should be shown 2 patient immediately, enabling immediate amendments or printed for patient’s own use, if requested; many cases of misunderstandings due 2 language difficulties or lack of professionalism; some patients want 2 treat their illnesses in different countries or 2 have their medical records back in their native countries as well; patient are not DUMP persons, they are the most interested people in their healing and they know best their illness; many temporary GPs who have no idea about the evolution of some patients’ chronic diseases or patients health past;
-abolishment of this 10 min appointment rule (once, I discussed with my former GP about my stomach & when I said I also have ear infection, I was told off & sent 2 make another appointment as it’s a different matter & we finished my allocated 10 min appointment time);
-respect towards patient’s requests & suggestions without having to put up with haughty behaviour from medical staff (some patients are educated level 7 & they’ve studied their illnesses better than the GPs; patient is the one who is keen on getting healthy for sure, as for GPs, many appointments means more money, situation which creates lack of interest of GPs 2 heal their patients quickly & causes an enormous financial waste, not to mention patients’ suffering );
-access online to patient’s own medical records, where the details could be amended easily & verified if they r up 2 date by any patient

johnboy1950 said on 11 November 2010

I went to the local endoscopy unit for a colonoscopy and ended up with a perforated bowell,spending 2 days in ICU and 4 days on the ward,although the did tell me that it could happen,it was highly unlikely that it would.I sent a letter of complaint into the hospital and after approx 6 weeks had a reply stating that the colonoscopy was successful,how can the say that after the perforated bowell.I am unable to work after having an ilioscopy (stoma fitted) and waiting for a date for the reversal.I feel very angry that it seems to be swept under the carpet.

yasasii said on 05 November 2010

admitted to derriford hospital following a recent heart attack.Doctor forced an injection into my stomach against my wishes ,telling me I had no choice.
Following day I was made to have a ct scan again against my wishes.
I was not allowed home until I agreed to have an angiogram done , I did not want to but had to agree in order to go home.
I felt a prisoner and it should be a disgrace that these Doctors did not need consent to do these things.

snugglyhunny said on 03 November 2010

I got advised by my nurse & a doctor to go on the depo jab. i was 18 years old, this was because after 3 years of trying to convince my neurologist that my epileptic fits were due to hormones (fell pregnant-got epiliepsy. had periods - had fits) it was finally decided the depo jab was my only choice that wouldnt confuse my epilepsy drugs. when i went for the first jab i got told it can be given either in my bum or arm. That was it. no leaflet, no other words of warning, just that & a card saying my next due jab date. im now coming up to jab number 3, have experienced many changes & have had to look on the internet for information of many of my symptoms. & i thought the internet was the worst place to look for medical help...its done more for me than what my doctors & nurses have!!

shugs101 said on 15 October 2010

hi i went to a clinic in chesterfield to have my contraceptive implant removed the dr injected my arm to numb it but didnt check to see if had worked n before i knew it she had already cut me we the scalpel when i screamed her reply was it usually had numbed by now i even felt her inject me again

summerlove said on 06 October 2010

I have a quetion that I had checked my body since i just registered NHS health centre. The sample of urine was sent to get further check. I want to know whether it's free or not. Thanks.

User491983 said on 05 October 2010

To all who have made comments, please use the service of ICAS. We are independent of the NHS and support anyone who feels that the need help in making a complaint. The service is free and confidential; we can help you with written letters, attend meetings etc. If you are unhappy, following the formal complaint route is welcomed by the NHS so that changes can be made and issues addressed so that things don't happen again. See the details above for ICAS in your areas.
Regards.

Mr Michael said on 05 October 2010

Please allow me to vent my anger.

Early hours of the morning my partner was throwing up and had severe rib pains.
when she asked me for a doctor I phoned the out of hours service. the person who answered clearly did not care in the slightest. After she gave her details and it was clear she was staying with me (not living with me) he just said "you're phoning the wrong number.you need to phone through your GP."

I highly doubt a doctor would travel the best part of an hour out to my house just because she is registered with them.

Now I don't know how Out of Hours is supposed to work. maybe she SHOULD have phoned HER GP. But his attitude was very un helpful. and what is to stop him from giving over the phone advice..if for nothing but to learn how to cope with the situation whilst we wait for another doctor?

NHS...sort yourself out.

tinalynam said on 02 October 2010

My son who is 8 years who ahs been suffering for over 18 month with his breathing and sore throats. After countless trips to see the doctor they agreed he should go see the ENT consultant. ENT agrred he needed an Adenoidectomy. This was booked for for the first week of September this year. We prepared him the best we could for the operation but unfortunatly we recieved a phone call the night before saying it had been cancelled. Our son took it well but we were emotionally tired just though the build up. We were given a new date, two week after. Again we prepared him and this time he was scared, he stopped eating in the day leading up the op. We arrived at Pinderfields hospital on theh morning, he was ready for theatre. My son how at that was had tears running down his eyes the whole time we were there, the poor lad was scared. The doctor came down and said a filter had broken and the operation was cancelled. We were told to go home. AGAIN we have been given another appointment for this Monday. My son isnt eating he has started to wet the bed agian and he has been having nightmares. I came home form workk Friday to find a message on the answer phone " I am sorry to inform you there is a problem in theatre and your operation has been cancelled for Monday". I am at my wits ends. I have used 3 days holiday and i do work for a living. I have cried, my son is still not eating, even school have said he doesnt look well. I have to wait until Monday now, another holiday day used. I cant see me ever getting him their. I have contacted my local MP. Not sure what o can do now.

oojimmyflip said on 24 September 2010

I am having an ulcer redressed every few days on my leg, where I go for treatment the nurses dab a bit of gauze in some saline and rub the inside of the wound then re-dress the infected wound which is extreeemly painful and leaves you reeling in pain for days.
A friend just six miles up the road has a similar condition his nurses bathe his leg in a bucket of salt water be as gentle as possible drying the area with a sterile towel apply special cream to his leg then re-apply a new dressing, my leg ulcers do not heal for up to five years attending my own surgery, I attended his surgery as a temp resident once for two weeks and my ulcer that I had for three years healed up in two weeks, somehow I think I am living in a postcode lottery I sked NHS direct for info relating to the treatment of leg ulcers and they said they couldnt comment what a waistef time they are the sooner they get rid the better. I cannot get a difinative answer to the correct treatment of a leg ulcer, they use expesive dressings others will cut corners in order to save money at the cost of your health, there really needs to be a standardised level of treatment set up for legs ulcer treatment right across the board, I got a second opinion from a nursing manager that rubbed a few noses up the wrong way she was happy with the self administered treatment I was doing at home cleanning my own wound properly, my surgery wouldnt writwe prescriptions for the expensive dressings even though I was prepared to pay the £80.00 for five dressings myself the nursing manager told them to prescribe the dressings and as soon as her back was turned they refused to write any prescriptions for the dressings.they are gambling with our health if you have a good service you afre very lucky indeed.

User487902 said on 17 September 2010

choosing a gp is not as they say, you can ask any in your area only to be told you are not in their catchment area. I dont want the one that is in "my catchment area" so how do I get the one I want to register me

I take it this information if only a nhs fairytale. I want to know when it will become legal so I can have my true choice

Andy70 said on 10 September 2010

Over the last 4 years I've sufferd almost constant ear, nose, throat, mouth and skin infections, mainly on the right side of my head. Sometimes this would be so bad, lasting weeks at a time, that I was in total despair. I attended my surgery almost two dozen times in the last three years, and have had to go to casualty twice when my jaw became swollen and I developed a fever. I have had to see five different gp's at my surgery, and each one has had different opinions and prescribed different medication. Finally, after a visit to a Dermatologist I was diagnosed with a deep seated and long term jaw infection. I now need surgery to remove the infected bone, and will lose several teeth. had I been taken seriously and treated copetently in the first place it would not have got this bad. I have been through the complaints procedures and it's a joke. There are more get out clauses and loopholes than it's possible to list.

efremova said on 02 September 2010

So many above echo my feelings too. It's mainly the apathetic staffing of GP Practices. I've considered a more permanent solution as I teach 65.

Have no expectations - how true ....

Tyler Acerman said on 27 August 2010

I've been waiting to long for a mold for my bracies (2 years) I've been called up once and the opointment got canceld

diamond lilly said on 31 December 2009

my g.p. surgery is a disgrace u cant get through on phone to 8.55 then appts have gone and u r blantely lied to ...u have to be there 8.30 outside pensioners ever one else.the check in machine never goes by now should have binned it.yr perscriptions left chemist for repeat never done so u have to go bk surgery to get it signed so whats point repeat perscription.the staff are so rude they talk amongst themself while u r standing like a fool.the practice manager walks around in a trance i complained to him but referred my letter to my doctor who had it underlined on my appt and addressed me about it whats role practice manager bad business practice.was told my letter would be held on file was told by health authority this was not allowed.more say next visit to my laptop this is just start..........then theres king georges hosp on top..........

mike mandry said on 21 December 2009

My Wife had a headache on july 24th with slurred speech and unbalanced stance, one pupil was larger than other and Lymph glands were enlarged. Gp said on four occaisions due to stress. when we paid privately to see consultant that was being denied to my wife she was in hospital instantly and two hours later I knew the worst she had walking death cancer and now i am being denied treatment for some illness which will not go away suffering for 5 weeks and doctors do not know what is wrong, disgusted

breath and wait said on 14 December 2009

I complained via email two weeks ago- still haven't heard anything, not even an email to acknowledge my complaint had been received. If they had ever taken the trouble to investigate or to find out the feedback they say is so helpful then my case will surely have plenty of examples.

The 'care' I've received has been horrific either not enough nurses or too many nurses and no space. You arrive at an appointment early; they turn up late and finish early. You take the trouble to go and then they say nothing they can do but say worth getting a second opinion and wasting more time to go back.

There is no cohesion in the treatment- I'm seeing 3 physios at the moment (out of a total of five since I started treatment) and they all say different things. They don't listen and worst of all after two months I've heard various accounts of what exactly happened during my operation not all of which make sense and nothing definite- well apart from the fact my knee is a mess.

Oh and that the anaesthetist needed to get off for a glass of wine and the surgeon had already left... A nurse brought a copy of my notes the day after surgery but the nurse didn't know what had happened any more than I did. The day I arrived for surgery the physio prescribed exercises for the wrong operation. Non of the various people who have subsequently showed me the notes could explain the different versions, unsurprisingly I'm still waiting for news on a copy...

Moral of the story- don't hold your breath if your complaining or expecting any kind of standard in treatment. Maybe there should be something about managing 'customer' expectations- i.e. don't have any and you may be pleasantly surprised.

On the plus side, even with all the press about a shortage of NHS dentists and even though I don't have one I was given an emergency appointment on the day and was given excellent treatment to keep me going and free from pain.

Last reviewed: 27/07/2011

Next review due: 27/07/2013

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