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Who can use it? of Complaints about NHS services
Anyone who is receiving, or has received, NHS treatment or services can complain. A complaint may be made by:
- a patient,
- a former patient, or
- in the case of an NHS organisation, any person who is affected by or likely to be affected by the action or decision of the NHS organisation that is the subject of the complaint.
If you are unable to complain yourself then someone else, usually a relative or close friend, can complain for you. This may be necessary in cases when the patient:
- has died,
- is a child,
- is physically or mentally incapable of making a complaint, or
- has requested a representative to act on their behalf.
The relative or close friend making the complaint must, in the opinion of the complaints manager, have an interest in the welfare of the person affected.
In cases concerning children, the representative must be a parent, guardian or other adult person who has care of the child. If the child is in the care of a local authority or a voluntary organisation, the representative must be a person authorised by the local authority or voluntary organisation.
The Healthcare Commission is also responsible for reviewing complaints about the private sector, in cases when it is providing an NHS funded service.
