About complaints
People complain about a number of different things. They may complain about the care they have received or about the care that a friend or relative has received. Making a complaint can often be a prolonged and draining experience.
There are many reasons why you might want to make a complaint. Sometimes the easiest way to sort things out will be to talk to the staff involved. They should be happy to talk to you and try to put things right. If this does not work, you can still go onto make a complaint.
To get help with a problem
If there is a problem with the service you are getting or a member of staff, talking about it may help to sort it out. If you are comfortable with talking to the staff, this might be the quickest way to get the problem dealt with, especially as the staff may not realise that there is a problem.
To get an explanation
If there is something you do not understand that is worrying you, talking to a member of staff about it should help. It is important that you know what is happening and why, they may not realise that you do not understand. This first stage of the complaint process is referred to as ‘local resolution’.
To have bad practice investigated and changed
If you believe that something is wrong and could be done better, a complaint using the NHS complaints procedure can help to highlight this.
To have someone disciplined
The NHS complaints procedure cannot recommend disciplinary action, as the disciplinary system is completely separate from the complaints procedure. If the investigation of a complaint shows a need for disciplinary action, the investigation will have to stop to allow a disciplinary investigation to take place.
To get financial compensation
The NHS complaints procedure will not usually award compensation. If you want to try to get financial compensation, you must talk to a lawyer who has experience of clinical negligence and personal injury law before you make your complaint.
Why do people complain?
Here are some of the reasons people give for making a complaintTo get help with a problem
If there is a problem with the service you are getting or a member of staff, talking about it may help to sort it out. If you are comfortable with talking to the staff, this might be the quickest way to get the problem dealt with, especially as the staff may not realise that there is a problem.
To get an explanation
If there is something you do not understand that is worrying you, talking to a member of staff about it should help. It is important that you know what is happening and why, they may not realise that you do not understand. This first stage of the complaint process is referred to as ‘local resolution’.
To have bad practice investigated and changed
If you believe that something is wrong and could be done better, a complaint using the NHS complaints procedure can help to highlight this.
To have someone disciplined
The NHS complaints procedure cannot recommend disciplinary action, as the disciplinary system is completely separate from the complaints procedure. If the investigation of a complaint shows a need for disciplinary action, the investigation will have to stop to allow a disciplinary investigation to take place.
To get financial compensation
The NHS complaints procedure will not usually award compensation. If you want to try to get financial compensation, you must talk to a lawyer who has experience of clinical negligence and personal injury law before you make your complaint.
