NHS: Complaints
The question
To ask the Secretary of State for Health and Social Care, what assessment he has made of the adequacy of the availability of information to (a) patients and (b) family members of deceased patients about making a formal complaint in the event of (i) injury and (ii) death following medical treatment.
Answered by Dr Zubir Ahmed
There are a wide range of sources of information for patients and family members about making a complaint about any aspect of National Health Service care, treatment, or services.
Under the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, NHS organisations must make information available on their arrangements for handling complaints, and those arrangements should ensure complainants receive assistance to enable them to understand the complaints procedure.
Patient Advice and Liaison Services is a free, confidential service, available in most NHS hospitals, that provides information, advice, and support to resolve issues affecting NHS patients, including how to make a formal complaint. Other sources of independent advocacy are available to support those thinking about making a complaint about NHS services, including the Independent Complaints Advocacy Service, which local authorities have a legal duty to provide.
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