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.