Unless your treatment was at a private hospital or with a private Consultant, you can make a complaint using the NHS complaints procedure.

We advise you to put your complaint in writing and include any questions you want answered.  You should include important details in your letter such as your name, address, date of birth and patient number if you have it on any documentation from the hospital.  Try and be as clear and concise as you possibly can about your concerns, and where possible, give specific dates and times.

You should address your letter to the Chief Executive of the Trust or the Practice Manager of the surgery.  Your GP practice, the clinic or hospital should be able to provide you with the appropriate details.

Getting Expert Advice

To get the best out of the complaints procedure, we advise that you take specialist advice.

You can get advice from :

1. The Independent Complaints Advocacy Service (ICAS). This service took over the complaints role of the Community Health Councils in England and can provide help and advice on making a complaint.  In Wales, you can still get help with making a complaint from the Community Health Council.

2. The Patient Advice and Liaison Service (PALS). This is based in all NHS Trusts and can help you resolve everyday concerns and problems with NHS care that you do not want to make any formal complaint about.

3. Action Against Medical Accidents (AVMA). This is a charity that can give you support and medical information to help you make an effective complaint.  It can also give you expert legal advice if you want to claim compensation.

4. A number of other specialist health organisations. If there is a charity or support group for people with your medical condition, it may be able to offer advice about whether the treatment you received was appropriate.

Time Limits

You should make your complaint within 6 months of your injury.  However, a Healthcare provider may still look at a complaint made after this – particularly if there is a good reason why you could not proceed with a complaint before.

Often complaints take many months to resolves.  If you are making a complaint but are also considering legal aid, it is very important that you do not wait too long before investigating the possibility of a legal claim. This is because there are strict time limits.

If you are complaining because a relative has died during or after treatment, contact the coroner.  Again, your GP practice, the clinic or hospital will be able to give you details of your local coroner.

Get Your Medical Records

It may help you make your complaint if you get copies of your medical records from your doctor or from the hospital or clinic that has treated you.

You have a legal right to these under the Data Protection Act 1988 (or in some cases the Access to Health Records Act 1990).  You may have to pay up to £50.00 to get copies of your medical records, including copies of any x-rays and scans that were done.

Useful Contact Numbers

Community Legal Advice

Call 0845-345-4345 to speak to a qualified legal adviser about welfare benefits, debt or education or fund local advice services for other problems.

Action Against Medical Accidents (AVMA)

A specialist charity providing a free service for advice on medical accidents, clinical complaints, making a claim and finding the right Solicitor.

Call 0845-123-2352

Independent Complaints Advocacy Service

Provides independent advice and help with making complaints about NHS service.  You should be able to get details from your local healthcare provider.

Patient Advocacy and Liaison Service

Contact your local NHS Trust or NHS Direct

Community Health Councils (Wales)

Provide advice and help with making a complaint about an NHS service in Wales. You can get details of your local CHC from the Board of Community

Call 0845-644-7814

General Medical Council (GMC)

For complaints about individual doctors

Call 0845-357-3456

Nursing and Midwifery Council (NMC)

For serious complaints about nurses, midwives and health visitors.

Call 0845-601-3012

The Health Service Ombudsman

Contact the Ombudsman if you are not happy with the way your NHS complaint was investigated.

Call 0845-015-4033 (England)

0845-601-0987 (Wales)

For further information please feel free to call our Medical Negligence team on 0844 800 9860. They will be happy to provide you with as much help as possible.