If you have concerns about your care

NHS care

If you have concerns about your NHS care, then talk to the doctor or nurse first. It is important for you to raise any concerns you have. If talking to the doctor or nurse doesn’t help things, you may want to take the issue further.

The following organisations offer free, confidential advice, as well as support in making a complaint if you decide to.

• In England, you can speak to the Patient Advice and Liaison Service (PALS). Find out more on the NHS website. Your local Healthwatch service can also help if you want to make a complaint.
• In Scotland, you can speak to the Patient Advice and Support Service (PASS). Find out about them from Citizens Advice Scotland.
• In Wales, you can speak to Llais for support raising your concerns. Find out more from the Llais website.
• In Northern Ireland, the Patient and Client Council can help you with your complaint. Find out more from the nidirect website.

If you are not happy with the response you receive, you can contact the Ombudsman. This is an organisation that handles health complaints. These include:

• the Parliamentary and Health Service Ombudsman in England
• the Scottish Public Services Ombudsman
• the Public Services Ombudsman for Wales
• the Northern Ireland Public Services Ombudsman.

Private healthcare

With private healthcare, you can make a complaint directly with the clinic or hospital. If the situation isn’t sorted out you can contact the Independent Sector Complaints Adjudication Service (ISCAS) or any of the following organisations.

• The Care Quality Commission in England
• Healthcare Improvement Scotland or the General Medical Council in Scotland
• The Public Services Ombudsman for Wales or the Healthcare Inspectorate in Wales
• The Regulation and Quality Improvement Authority in Northern Ireland.

Citizens Advice have more information about complaining about private healthcare.

Advocacy services

If you need independent support to deal with any problems with your care, there are organisations that can help you. This service is called advocacy. An advocate is someone who helps you have your say and know your rights.

• In England, charities such as VoiceAbility offer advocacy services for NHS complaints.
• In Scotland, you can use the Scottish Independent Advocacy Alliance to find advocacy services in your area.
• In Northern Ireland, the Patient and Client Council can help.
• In Wales and England, local councils may provide advocacy. Find out more on the NHS website.

May 2024

To be reviewed May 2027