Who to contact when making a complaint against a staff member in NHS hospital

UnsureAboutthis

Hello

The elderly lady living next door to us was telling me she was very unhappy with a hospital/doctor's appointment she had last week. She wishes to make a formal complaint.

Who would she (I will make on her behalf) contact to inform them of her complaint? 


Initially, I felt it was ' PALS', but reading on Google, I doubt it is them. My neighbour told me
she did try to ring the doctor's secretaries, but the phone is never answered.  Thanks

sammyjammy

I used PALS when I made a complaint about an appt I had with a consultant.

molerat

PALS would give you advice and help with the complaint

https://www.nhs.uk/nhs-services/hospitals/what-is-pals-patient-advice-and-liaison-service/

https://www.england.nhs.uk/contact-us/feedback-and-complaints/complaint/

flaneurs_lobster

The hospital where the consultation/appointment took place will (normally) be part of an NHS Trust who run it. Look up their website, the section dealing with contacts will have an area on how to complain.

elsien

Whichever Trust the Hospital belongs to will have a complaints policy which will give the formal complaints address/email. This will be accessible online . They will signpost to PALS initially, but you do not have to use them.

Personally, I might bypass PALS and go straight for a formal complaint to the chief executive, depending on what outcome she’s looking for,  the seriousness of the issue and how quickly she wants it sorting. 

 PALS can deal with quick smaller matters but more serious complaints they would simply pass upwards  to go along the same route. 

The complaints process itself isn’t quick, which again comes back to the issue that she wants to be resolved.
You will need her written consent to complain on her behalf. Alternatively there will be an NHS complaints advocacy service in her area which can help her make the complaint if she wishes