What counts as dissatisfaction or a complaint

A complaint may not begin with the words "I want to complain." Patients can show dissatisfaction through frustration, disappointment, fear, confusion, a request for an explanation or a concern that something unsafe has happened.

Different forms of dissatisfaction

Some concerns are simple service problems that can be corrected quickly, for example a wrong phone number or a missing link. Others require formal handling because the patient wants an investigation, harm or distress may have occurred, or the issue has happened repeatedly.

Patients may hesitate to complain. Phrases such as "I do not want to make a fuss" or "I know you are busy" can still indicate a real concern that should be treated respectfully.

Listen for phrases such as

• "This keeps happening."
• "I want this looked into."
• "I am not happy with the way I was treated."
• "Who do I complain to?"
• "I was told one thing and then something different happened."
• "No one has explained why this went wrong."

Do not dismiss informal wording

Patients often test whether staff will take them seriously before deciding to make a formal complaint. A brief comment at the desk can be the first chance to prevent the concern being lost or repeated.

If you are unsure whether a concern is a complaint, record the key details and ask a supervisor or complaints lead. It is safer to pass on a concern that does not require formal investigation than to ignore one that does.

Everyday Problem or Complaint

A complaint is not only paperwork; it may begin when a patient says something feels wrong, unfair or unresolved.