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Complaints v Claims

  • Published: Wednesday April 27, 2022
  • Category: Claims Support
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Complaints about Medical Treatment

If you are not satisfied with the medical treatment that you or a loved one has received, and have suffered an injury which you think could have been avoided, a first port of call for many will be to lodge a complaint. This informal approach for many can be enough to feel like your concerns have been answered.


NHS Hospitals

The hospital you would like to complain to will usually have a PALS (Patient Advice and Liaison Service) based in the hospital itself. Its role is to offer confidential advice and support on matters to do with the hospital – including helping filing a complaint.

Where possible it is best to make a written complaint, containing details of your complaint, giving dates where you can and summarising the most important points which you would like to raise and setting questions you would like answers to.

After you have submitted your complaint the hospital should be able to advise you on how long they will take to respond and how to escalate your complaint not happy with their response.


GP Surgeries, Dental Practices and Private Hospitals

Each GP Surgery, Dental Practice or Private Hospital may have their own bespoke complaints procedure for how they deal with patient complaints, but as a general rule, the best mode of contact would be to send a written summary of what has happened, providing a list of questions which you would like to be addressed and sending this for the attention of the practice manager/legal department.


Making a medical negligence claim

Complaints are not the same as medical negligence claims. Many people choose to pursue a complaint alongside a medical negligence claim, or may have already started the process when they start speaking to solicitors to investigate a medical negligence claim. An important distinction to make is with a complaint, there is no financial redress. You may be offered an apology or be updated to policy or procedural changes if applicable, but there is no guarantee.


Time limits

When making a complaint, you should aim to submit your complaint within 12 months of your injury. There are circumstances where you can submit a complaint after this time period, but there is no guarantee that the healthcare provider will be able to handle your complaint if this is the case.


The time limit for pursuing medical negligence claims is 3 years from the date of the injury suffered, or the date that you reasonably became aware that you may have suffered negligent harm. As the investigative process takes time, it is always best to be mindful of these time limits and start investigating as early as possible.


If you would like to discuss a potential medical negligence claim, please call 0151 645 0055 to speak to one of our specialists.