Complaints

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Overview

Complaints to the Practice

Complaints to the ICB

Handling Complaints

Complaints About Individual GPs

Governance and Learning

Support and Advocacy

Ombudsman Guidance

Further Resources

Overview

Patients, relatives, and carers have the right to raise concerns or make complaints about NHS services. Complaints may be made directly to the service provider (the practice) or to the relevant Integrated Care Board (ICB). If a complainant remains dissatisfied after receiving a response, they may refer to the Parliamentary and Health Service Ombudsman.

Key Points

Complaints should normally be made within 12 months of the incident or the date it came to the complainant’s attention.
Complaints must be acknowledged within three working days.
Complainants should be treated with dignity, respect, and courtesy throughout the process.
Complaints should be investigated fairly and proportionately.
Learning from complaints should be used to improve services.

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Complaints to the Practice

Practices must have a complaints procedure that complies with the NHS Complaints Regulations and supports the timely and effective management of complaints. The practice should ensure that complaints are handled efficiently and fairly, investigated appropriately, managed with courtesy and respect, supported by clear information and advice, responded to within an agreed timescale, and used as an opportunity for learning and service improvement.

Time Limits

Complaints should normally be made within 12 months of the event giving rise to the complaint or the complainant becoming aware of the issue. A complaint may be considered outside this period where there are good reasons for the delay, and a fair investigation remains possible.

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Complaints to the ICB

Since 1 July 2023, complaints made directly to NHS commissioners should normally be directed to the relevant Integrated Care Board (ICB) rather than NHS England. Existing complaints may continue to be handled under previous arrangements depending on when they were submitted. Where a complainant remains dissatisfied after local resolution, they may ask the Parliamentary and Health Service Ombudsman (PHSO) to review their case.

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Handling Complaints

Complaints may be made verbally, in writing, or electronically. Where a complaint is made verbally, a written record should be created and shared with the complainant. Complaints must be acknowledged within three working days.

Investigation

Complaints should be investigated promptly, proportionately, and objectively. Throughout the process, complainants should be kept informed of progress wherever reasonably practicable.

Response

Following completion of the investigation, the complainant should receive a written response explaining how the complaint was considered, the findings, any actions taken or planned and the right to refer the complaint to the Parliamentary and Health Service Ombudsman.

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Complaints About Individual GPs

Complaints involving individual clinicians can be challenging and stressful regardless of whether concerns are ultimately upheld. GPs should reflect on complaints in a non-identifiable manner as part of the annual appraisal process, recording learning, changes in practice or service improvements arising from the complaint. Support is available through medical defence organisations and professional wellbeing services.

Wessex LMCs also has many people who can help and support GPs, including Medical Directors and experienced managers. To get in touch please contact the LMC Office either by email office@wessexlmcs.org.uk or by phone 023 8025 3874. When calling, you don’t need to share the detailed reason for the call if you do not wish to. Simply ask for a conversation. Support is provided free of charge (see also GP Support Health and Wellbeing – Wessex LMCs)

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Governance and Learning

Practices should make information available about how complaints can be made and how the process operates. They should monitor complaint numbers, themes, outcomes and response times and produce an annual report summarising complaints, learning and improvement actions.

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Support and Advocacy

Patients may access support through NHS Complaints Advocacy (VoiceAbility) and local Healthwatch organisations including Hampshire, Southampton, Portsmouth, Dorset, Wiltshire, Swindon and Bath and Northeast Somerset.

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Ombudsman Guidance

The Parliamentary and Health Service Ombudsman provides NHS Complaint Standards, Good Complaint Handling Guides, learning resources and toolkits to support effective complaint management.

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