I've had a complaint

Image of a complaint form
  1. Download our guide to the NHS and Social Care Complaint Procedure.
  2. Send an acknowledgement letter to the complainant unless the complaint was made verbally and was resolved within one working day.
  3. Review the patient's records and use these to draft a detailed response to each point in the complaint.
  4. You may need to discuss the complaint at a practice meeting, especially if it involves several doctors.
  5. Send us the complaint, your draft response, the relevant parts of the notes, and any other relevant information. This information should be anonymised if possible.
  6. Review the complaint as part of your significant event audit.