If you're not happy with the care or treatment you've received or you've been refused treatment for a condition, you have the right to complain, have your complaint investigated, and be given a full and prompt reply.
Who should I complain to?
You can complain either to the service that you're unhappy with, or you can complain to your local primary care trust (PCT) thatcommissioned the service.
When should I complain?
As soon as possible. Complaints should normally be made within 12 months of the date of the event that you're complaining about, or as soon as the matter first came to your attention.
The time limit can sometimes be extended (so long as it's still possible to investigate the complaint). An extension might be possible, such as in situations whereit would have been difficult for you to complain earlier, for example, when you were grieving or und ergoing trauma.
Where do I start?
1. Ask your hospital or trust for a copy of its complaints procedure, which will explain how to proceed. Your first step will normally be to raise the matter (in writing or by speaking to them) with the practitioner, e.g. the nurse or doctor concerned, orwith their organisation, which will have a complaints manager. Alternatively, if you prefer, you can raise the matter with your local primary care trust. This is called local resolution, and most cases are resolved at this stage.
2. If you're still unhappy, you can refer the matter to the Parliamentary and Health Service Ombudsman, who is independent of the NHS and government
Who can help?There are a number of formulas used when complaining in English. It's important to remember that a direct complaint or criticism in English can sound rude or aggressive. It's best to mention a problem in an indirect manner. Here are some of the most common:
* I'm sorry to have to say this but...
* I'm sorry to bother you, but...
* Maybe you forgot to...
* I think you might haveforgotten to...
* Excuse me if I'm out of line, but...
* There may have been a misunderstanding about...
* Don't get me wrong, but I think we should...
* Choose the correct answer to each question. Each question has only one correct answer. When you are finished click on the "Next" button. There are 8 questions to this quiz. Try to use only 30 seconds per question. At the endof the quiz, you will receive quiz feedback.
* If you are not sure of an answer, go back to the phrases for making complaints page.
* Principio del formulario
* 1. I'm sorry to have _____ but you need to find a job.
* to say this
* to tell this
* say this
* 2. I'm sorry _____, but this steak is not satisfactory.
* to answer you
* to bother you* to distract you
* Final del formulario
* 3. _____ to telephone Dan to invite him to the party.
* Maybe forgetting
* Maybe you forgot
* Maybe forget
* 4. I think you _____ to bring our wine.
* might forgotten
* can't have forgotten
* might have forgotten
* 5. Excuse me if I'm _____, but you haven't proved your point.
* out of touch
* out of stand* out of line
* 6. There may have been ______ about what I wanted.
* a misunderstanding
* an understanding
* a bad understanding
* 7. Don't _____, but I think we should take a different course of action.
* have me wrong
* get me right
* get me wrong
* 8. _____ to contact our colleagues.
* Perhaps he forgets
* Perhaps he forgot
* May be he forgotThere are a number of formulas used when contrasting ideas in English. Here are some of the most common:
* We'd love to stay for dinner, but we have got to get going.
* They decided to stay in the area, in spite of their problems with the local residents.
* Despite the difficulties of a long journey, Peter decided to visit India.
* Getting a good job is hard work, however,...