Concern or complaint?
A concern is when someone is troubled or anxious about what has happened. Many concerns, observations or worries will never reach the complaints system; people who
- say ‘I don’t really want to complain… but I do not want this to happen to anyone else’
- feel so disempowered that they would never complain – or even voice their real concerns – because they do not want to make a fuss or draw attention to themselves, or because they worry that their care may be prejudiced in the future
- may prefer to put negative experiences behind them or avoid confrontation
- experience the sense of inequality in the user-provider relationship which discourages them
- have a long-term relationship with a service provider are particularly reluctant to make formal complaints.
Many people do not want to enter the formal complaints procedure but continue because they feel they have no other way to try and change things.
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Concern is often used to refer to an informal complaint, and complaint used instead of formal complaint. However, a concern can change into a complaint. |
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A complaint is an expression of dissatisfaction with NHS treatment or services – whether reasonable or not – which requires a response. This is an extremely wide definition. :
In a patient-centred NHS, patients should feel able to express their views – positive and negative, complaints and concerns – about the treatment and services they receive, in the knowledge that they will be
- taken seriously
- given a speedy and effective response
- that their views will inform learning and improvements in service delivery
- and that there is a system for taking action to address the full range of problems which occur – from minor difficulties to major failures in treatment and care.
NHS Complaints reform: making things right (external link) |
How the NHS should respond to concerns
There is a difference between a request for help in resolving a perceived problem and an actual complaint. All local services, including Family Health Service practitioners, should have effective 'patient focussed' protocols in place to ensure that the concerns and comments of patients and their relatives/carers are heard and dealt with quickly and sensitively. Where appropriate this may be with the support and advice of the Patient Advice and Liaison Service (PALS) (external link).
Modern matrons (external link)
Modern matrons – each accountable for a group of wards and easily accessible to patients and their relatives to help resolve problems when and where they occur – should also contribute to the objective of addressing concerns before they escalate into formal complaints.
Next: Who is complaining?
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