NHS Complaints - where to turn for help

Since 1983, NatCen Social Research’s British Social Attitudes (BSA) survey has asked members of the public about their views on, and feelings towards, the NHS and health and care issues generally. Since 2011, The King's Fund has reported on its findings.

The most recent survey was carried out between 7 September and 30 October 2022 and asked a nationally representative sample (across England, Scotland and Wales) of 3,362 people about their satisfaction with the National Health Service (NHS) and social care services overall, and 1,187 people about their satisfaction with specific NHS services, as well as their views on NHS funding. 

Overall satisfaction with the NHS fell to 29 per cent – a 7 percentage point decrease from 2021. This is the lowest level of satisfaction recorded since the survey began in 1983.

We're all aware of the extra pressures brought on by the COVID-19 pandemic and our doctors, nurses, ambulance crews and a whole range of care givers are still feeling the pressure now. The overall hospital admission rate of patients with confirmed COVID-19 in England increased slightly to 10.62 per 100,000 people in the week ending 19 March 2023. In the same week, the intensive care unit (ICU) and high dependency unit (HDU) admission rate remained low at 0.28 per 100,000 people.

Even in less crisis-driven times the NHS are under pressure, and very occasionally something goes wrong and needs resolving.

It’s dealing with those rare instances that helps maintain the high standards of service within the NHS. Most of us don’t like complaining though. We find it difficult, even embarrassing, and are not always sure who we should take our concerns to. Sometimes it just comes down to providing feedback so that services can be improved upon.  But if a complaint is justified there are established procedures available to try to put things right. The NHS endorses and supports this. 

How to make a complaint 

If you have a concern about the health care you or someone you know is receiving at the moment, you can ask to speak to a doctor, nurse or manager at the service.

If your concern is about a service provided by an NHS Trust (hospitals, mental health services, community health services and ambulance services) you can contact their Patient Advice & Liaison Service (PALS). PALS (which may also be known as Patient Experience or Service Experience services) can help you resolve your concerns quickly and without having to make a formal complaint.

NHS Complaints Advocacy in Norfolk 

If a patient still doesn’t feel their complaint has been properly addressed, they can turn to the NHS Complaints  Advocacy  Service. The service is free, confidential, and independent of the NHS.  

Advocates can help you to take a complaint forward in the right way to the right people. This might include explaining your options and helping you write a letter of complaint, attending a meeting or signposting to other organisations. You can also make an NHS complaint on someone else's behalf with their permission. 

It’s important to remember that the NHS Complaints Advocacy service is not intended to be punitive, and it isn’t about getting financial compensation. It’s aimed at reaching a resolution between the patient and provider; it’s a learning process. Sometimes an apology or explanation might be appropriate, and for the medical personnel involved, lessons can be learned which may lead to a change of approach or additional professional training.  

An advocate can:

• Provide information about how to complain including who to complain to
• Explain the complaints process and your options at each stage
• Help you to write letters
• Help you to prepare for complaint meetings and attend with you
• Help you to refer your complaint to the Health Service Ombudsman if you are not happy with the response you receive from the NHS service
• Signpost you to other organisations which can help you if we can’t

Who to contact

To talk to one of the team call 0300 456 2370 or visit NHS Complaints Advocacy in Norfolk for more information.