As a first step, you could talk to:
- your GP, or
- the practice manager at your GP surgery.
In many cases, the problem can be solved straight away, and you won’t need to take your complaint any further.
Getting help and advice
If you don't feel comfortable about talking to your GP or practice manager, you may want to seek advice.
All NHS trusts and Primary Care Trusts (PCTs) have a complaints manager who can advise you about making a complaint. Your GP surgery should also have someone who oversees complaints.
If you’re not sure who to contact, or you want advice about how to complain, you can contact your local PCT. You can get their contact information from our find services directory or by looking in the phone book.
You can also get advice about your complaint from:
- your local Patient Advisory Liaison Service (PALS), or
- your local Independent Complaints and Advocacy Service (ICAS).
PALS and ICAS
PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally.
ICAS is a national service that supports people who want to make a complaint about their NHS care or treatment. The Department of Health website has more information about ICAS.
Taking your complaint further
If your concerns are not resolved, you may decide to make a more formal complaint. You can do this:
- verbally by speaking to a member of staff at your GP surgery, or
- by writing to your GP surgery. You can send a letter or an email.
If you make a verbal complaint, a member of staff should record your complaint in writing. They should give you a copy of this written record, or send one to you.
Whether you complain verbally or in writing, you should receive an acknowledgment from your GP surgery within three working days of the complaint.
Your complaint should be answered within six months, unless you and your GP surgery agree that it can be answered within a different timescale.
If you’re not happy with your GP surgery’s reply, you can refer your complaint to the Parliamentary and Health Service Ombudsman.
Further information:
