When you need to complain about your hospital care

Here at VfL, we sometimes speak with patients who tell us about any problems they have had with their care while they are in hospital.

As a member of the VfL Supporter Services team with a background in NHS complaints handling, I thought I would share my guide on what to do if this happens to you or a loved one.

Of course, the easiest way to get most problems resolved while you are in hospital is to speak to the staff caring for you. This is the best place to start if you feel confident in doing so. If you have tried this approach and it didn't help, or you don’t feel comfortable speaking to the staff on the ward, every hospital has a Patient Advice & Liaison or PALS team who can help you with any issues you may be having. There should be a leaflet or poster on the ward giving the contact details for the team. If you can’t see one, just call the hospital switchboard and ask to speak to the PALS team.

Informal Concerns/Comments

Informal concerns are issues that need a quick response or that are more minor, where a formal complaint may not be necessary. The PALS team will listen to your concerns and contact the right hospital staff to get them resolved for you. They will also record your concerns and use the information in an anonymous way to ensure that hospital bosses are kept informed of the types of issues that patients are experiencing. Hopefully, this will lead to improvements for future patients.

Formal Complaints

The formal complaints process is used either where the informal process has not been able to address the problem, or where the issues complained about are more serious.

Formal complaints are usually made in writing or by email within 12 months of when the issue happened. They can also be made via an independent advocate if you require additional support. Some formal complaints can be complex, with some patients using lots of different NHS organisations including GPs, the ambulance service, and more than one hospital. If this is the case, you do not need to write to all of these, just the main one, and give your consent for them to arrange one response to all your issues. Response times vary between 25–60 working days but the complaint will always be acknowledged in writing within 3 working days. This letter will give you information on the timescale for getting your response and the hospital will keep in touch with you if there are any delays. The written response you receive will be approved and signed by the hospital trust’s complaints representative. This person will be either the chief executive or another member of the board.

If you are unhappy with the letter (or letters) of response that you receive, you can ask to meet with staff to discuss your concerns in person. This usually works well but If you remain unhappy after this step, you can go to the Parliamentary & Health Service Ombudsman. This is an independent organisation who will take an objective view of your complaint. Their findings come in the form of a report which you and the hospital will receive a copy of. This is the final step in the NHS complaints procedure.  

VfL has produced a Self-Advocacy Pack, which includes information about PALS as well as other sources of support and includes valuable information on your rights as a vegan or vegetarian receiving care. You can order your copy of this guide here or download it here.