FAQ: How does the NHS complaints procedure work?

The NHS complaints system aims to be open and accountable, fair and proportionate and above all patient-focused. Practices must involve GP locums in handling complaints from the outset, even if they have left the organisation.

If a patient cannot resolve their complaint locally, they can take it forward to the Parliamentary Health Service Ombudsman (PHSO). Often, as a GP locum doctor, you will only learn of a complaint once it has escalated to PHSO. This is when you can contact us for advice.

It is important that you familiarise yourself with the current complaints procedure.

England:

Scotland

Wales

Northern Ireland

You should be aware of the complaints manager’s role in the practice and of your own role when it comes to complaints handling. Read “From the outside looking in”, written by Terri Bonnici, general practice complaints manager at MPS.

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