How to make a complaint about a doctor
In this article we will describe how to make a complaint about a doctor.
Doctors and nurses are human, and sometimes make mistakes. A good doctor will admit the mistake to you and your family immediately and ask to meet to apologise and explain what happened.
But mistakes can have consequences for your health, so it is important that you know where to turn if you need to make a complaint. It is not wrong to complain. A good doctor will want to co-operate, as they will want to say sorry and improve as a doctor. And it may help future patients.
Complaints about hospital care
Complaints about hospital care on the ward
If you have a complaint about care whilst in hospital, ask to see the registrar (the consultant’s deputy doctor) first, and then the consultant themselves if necessary. If the complaint is about nursing or anything else, ask to meet the ward manager or matron.
Complaints about hospital care in the outpatient department
For issues with your care in outpatient clinic, ask to see the consultant. The consultant is the boss of the team.
If the complaint is about the consultant, ring their secretary and ask to meet the doctor who is head of department, or the departmental manager.
What next?
If you are still not happy, ask to talk to your local Patient Advice and Liaison Service (PALS). These are often near the entrance of the hospital.
You can make a complaint anonymously, but if you would like a response you will need to leave your contact details. All enquiries and complaints are treated confidentially, so it is generally better to leave your name and contact details.
If you still do not have the answers you need, contact the hospital’s complaints department and make a complaint in writing.
[Hint: PALS is often very good at chasing up the results of blood tests, biopsies or X-rays].
After that?
Contact your local integrated care board (ICB). An ICB is the local level of NHS administration that is responsible for all hospital care in your area. Every ICB will have its own complaints procedure, which will be displayed on its website.
The ICB will deal with complaints about hospital care, GP, mental health services, out-of-hours services, NHS 111 and community services like district nursing.
Complaints about GP care
If you have a complaint about a GP, contact the practice manager, and ask to meet the ‘senior partner’ (lead GP). All GP practices have a complaints procedure, which you can find on their website or by contacting the surgery.
After that?
As with hospital care, contact your local integrated care board (ICB). The ICB is also responsible for all GP care in your area.
What next?
If you do still not feel that your complaint has been adequately dealt with, you can contact the Parliamentary and Health Service Ombudsman. They also have a useful video about how to make a complaint.
After that?
You can consider legal action. This should be the last resort.
Summary
We have described how to make a complaint about a doctor. We hope it is clearer now. An early frank face-to-face conversation with the doctor about your concerns, may prevent the need for a formal complaint. If you have suhc a meeting it is good to bring a friend, partner or relative.
Other resource
Citizens Advice has further information on complaining about a health service.
