Explaining the complaints route

Patients should be told how to raise a complaint or give feedback using the practice's approved route. The explanation should be clear, accessible and non-defensive and must not make the patient feel punished for speaking up.

What patients usually need to know

• Who handles complaints locally, for example the practice manager or complaints lead.
• How to submit the concern, including verbal, written, online or supported routes.
• What information is useful, such as dates, what happened and the outcome they want.
• What will happen next, using only the practice's approved timescales and wording.
• Where to get support or advocacy if they find the process difficult to use.

Make the route accessible

A complaints route is not accessible if the patient cannot read the leaflet, use the online form, write in English, hear the explanation, or safely receive a written reply. Staff should be able to support people with language, disability, literacy, digital or safe-contact needs.

If the patient is distressed, keep the explanation brief and practical. Give written information only when it is safe and helpful. In some domestic abuse or safeguarding situations, printed or digital complaint information may not be safe to take away.

Do not promise the outcome

Frontline staff can explain the complaints process but must not guarantee findings, apologies, compensation, staff action or service changes. It is acceptable to say that complaints help the practice review and learn; do not promise a specific result.

Four-Nations Routes

Explain the complaints route clearly, but do not promise the outcome or investigate on the spot.