Help with your NHS Complaint – Sheet 6

Tel: 0161 667 2526

e-mail: [email protected]

Web: www.healthwatchtameside.co.uk/nhs-complaints

Example framework for a first letter of complaint

PRIVATE AND CONFIDENTIAL

Hospital Trust, etc.)

Insert date

Dear Their name

RE: NHS Complaint – Complainant name, Date of Birth

I am writing to complain about the treatment I received at [place where treatment

was received] on [date of incident/period of treatment]. If you are writing on

behalf of the patient, add this in here, and explain the relationship between you

and why they cannot complain.

Describe

● What happened

● Put the most important matters first

● Explain why you are not satisfied

● Be clear and brief

● Number or bullet your points

● Ask the questions you would like the answers to and list them in order of

importance.

As a result of this complaint I would now like

Help with your NHS Complaint – Sheet 6

Tel: 0161 667 2526

e-mail: [email protected]

Web: www.healthwatchtameside.co.uk/nhs-complaints

Say what you want to happen, for example:

- an explanation of what happened and why it happened (from their point of view)

- a change in a process or policy

Yours sincerely (if you have named the Complaints Lead)

or, Yours faithfully (if you have started the letter ‘Dear Sir’)

Your signature

Print your name

c.c. If you are sending copies of your letter to other parties, print their names

here [Don’t forget to include Healthwatch Tameside if we’re helping you with

your complaint]

Help with your NHS Complaint – Sheet 6

Tel: 0161 667 2526

e-mail: [email protected]

Web: www.healthwatchtameside.co.uk/nhs-complaints

Jane Smith

The Complaints Manager

The Old Surgery

2 The Street

Anytown

AT1 2CD

31 March 2014

Dear Jane Smith

RE: NHS Complaint – Mrs A Smith, DOB 19 May 1963

I am writing to complain about the way I have been treated by Dr Jones at the Old

examined me on 8th January and arranged for tests. These showed that I was

diabetic. I was prescribed medication and a special diet and I am now feeling much

better. During the period from April 2013 to January 2014, however, I suffered with

several infections, sleepless nights and I was very distressed. I have tried to raise

my concerns with Dr Jones but he would not listen.

I would like the following points addressed in response to this complaint.

1. Is my medical condition poorer as a result of my diabetes not being detected and

diagnosed by Dr Jones on previous appointments?

2. Why did Dr Jones not order any tests?

Along with answers to my questions, I would now like:

Help with your NHS Complaint – Sheet 6

Tel: 0161 667 2526

e-mail: [email protected]

Web: www.healthwatchtameside.co.uk/nhs-complaints

I have had very good care from the practice in the past, in particular from Dr Allen

until he retired. I was then moved to Dr Jones. I would like to regain confidence in

the care provided by the practice. I would like you to carry out a full investigation into

my concerns in accordance with the NHS Complaints Regulations.

Yours sincerely

Amanda Smith

Mrs A Smith

c.c. Complaints Team, Healthwatch Tameside