Immediate safety needs versus complaint process

A complaint can coexist with an immediate healthcare need. A patient unhappy about access, prescriptions, results or previous advice may also require urgent review, medication action, safeguarding escalation or emergency help.

Keep two tracks clear

One track is the complaint: the concern the patient wants recorded, explained or resolved. The other track is the current care or safety need: the action required now to avoid delay or harm.

These tracks must not interfere. A complaint discussion must not delay urgent clinical care, and urgent care actions should not prevent the patient's concern being recorded or referred appropriately.

Examples where safety may come first

• Prescription delays: the patient may have run out of insulin, anticoagulants, anti-seizure medication or other essential drugs.
• Results complaints: the patient may have worsening symptoms or new red flags that need assessment.
• Access complaints: the patient may have been unable to use the offered route because of disability, language barriers, digital exclusion or safeguarding risk.
• Missed contacts: a failed call-back may now require urgent ownership to prevent harm.
• Behavioural distress: anger or agitation may mask self-harm, suicide risk, domestic abuse or immediate danger.

Explain both routes

Use clear wording: "I will make sure the medicine issue is dealt with now through the urgent process. I will also explain how the complaint about repeated delays will be recorded."

This tells the patient their concern will be taken seriously while ensuring immediate risks are addressed separately from the feedback process.

Safety First

A complaint conversation must not delay or replace urgent care escalation.