What is a complaint? - OSD Healthcare
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Urgent or Life Threatening Conditions

Please note that for any urgent or life-threatening conditions, we always recommend that you should call 999 or go to your nearest emergency department immediately. We are usually able to provide face to face or remote appointments with our GP’s within 24 hours. Please contact 01442 331 900 to book an appointment.

What is a complaint?

A complaint usually relates to dissatisfaction about a commissioned or directly provided service.

A complaint can be submitted about any of the following:-

  • An action or omission which is against the choices and wishes of a patient;
  • The way in which care, treatment or service has been provided, or withheld from a patient;
  • Discrimination against a patient;
  • The lack of access to, or provision of a particular service;
  • Attitude or behaviour of staff;
  • The financial element of a particular treatment, intervention or equipment

This list is not exhaustive; it is an indication of the nature of potential complaints.

Concerns and complaints may be made by a patient, their representative, or any persons who are affected by or likely to be affected by the action, omission or decision of OSDH.

A complaint may be made by a person acting on behalf of a patient in any case where that person:-

  • Is a child (an individual who has not attained the age of 18);
  • Has died;
  • Has physical or mental incapacity;
  • Has given consent to a third party acting on their behalf;
  • Has delegated authority to act on their behalf, for example in the form of a registered Power of Attorney which must cover health affairs;
  • Is an MP, acting on behalf of and by instruction from a constituent.
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