How to make a complaint about an individual patient’s care

If a GP wants to make a complaint or raise a concern about the care of an individual patient they raise it with the provider concerned, via their PALS department.

What to do if a patient wants to complain about the care they have received

Encourage patients to make a formal complaint directly to the provider, via PALS. Raising a formal complaint ensures that the provider follows the complaint process within a set timeframe. Providers are required to analyse and review their formal complaints and to report the actions they have taken to improve outcomes.

Complaints contacts for Camden's main providers (find others on the relevant provider website):

UCLH e: uclh.complaints@nhs.net or telephone the complaints department on 020 3447 7413e: uclh.pals@nhs.net 

RFH e: rfh.complaints@nhs.net e: rf.pals@nhs.net

GOSH e: complaints@gosh.nhs.uk or telephone the complaints department on 020 7813 8402

Whittington Hospital e: whh-tr.WhittHealthPALS@nhs.net or telephone the complaints department on 020 7288 5551

Camden and Islington Foundation Trust e: complaints@candi.nhs.uk or telephone the department on 020 3317 7102

Tavistock & Portman e: pals@tavi-port.nhs.uk or telephone the department on 020 8938 2406.If you wish to raise a concern regarding the Gender Identity Service, please telephone the service on 0208 938 7590

CNWL e: feedback.cnwl@nhs.net or telephone the Patient Feedback and Complaints Service on 0300 013 4799

St Mary’s Hospital (Imperial College Healthcare NHS Trust) e: imperial.pals@nhs.net

If the patient needs help in making a complaint, they should contact the commissioned advocacy service Voiceability