Who to contact first
If you are worried about patient safety after leaving hospital, contact the hospital’s Patient Advice and Liaison Service (PALS) first. PALS can listen to your concerns, explain what happened, and help you raise the issue with the right team. You can usually find the hospital’s PALS contact details on its website or on letters from the hospital.
If your concern is urgent, for example if you believe someone is still at risk, contact the hospital directly and ask for the ward, department, or duty manager. If the person needs immediate medical help, call 999 or go to A&E.
Reporting concerns to the hospital
Most NHS hospitals have a complaints process you can use after discharge. You can explain what happened, who was involved, and why you are worried about safety. Keep a note of dates, names, and any paperwork, as this may help the hospital investigate.
You can usually complain even if the patient has already left hospital. Ask for a copy of the hospital’s complaints policy, and make sure you know the deadline for making a formal complaint. The hospital should acknowledge your concern and tell you how it will be handled.
When to contact the Care Quality Commission
If you are concerned about a pattern of unsafe care, or you feel the hospital is not taking your concern seriously, you can report it to the Care Quality Commission (CQC). The CQC does not resolve individual complaints, but it uses information from the public to monitor safety and standards. This can help it decide where to inspect or take action.
Reporting to the CQC can be helpful if you think there may be a wider patient safety issue affecting more than one person. You can share concerns about staffing, poor infection control, unsafe medicines practice, or failure to respond to risks.
Getting help from the NHS and local support
You can ask your GP, community nurse, or another healthcare professional for advice if you are unsure what to do next. They may help you understand whether the concern needs urgent action or formal reporting. If the person is now under community care, tell their current care team as well.
Healthwatch can also help you understand how to raise concerns about NHS services. They can explain your options and may help you navigate the complaints process in your area.
If there may be serious harm or abuse
If you think someone has been seriously harmed, neglected, or abused, report it straight away. Contact the hospital, your local authority safeguarding team, or the police if a crime may have been committed. Do not wait if you believe someone is in immediate danger.
If you are worried about a death or a very serious incident, ask the hospital for advice on the formal review or investigation process. You may also want support from a patient advocacy service, especially if you feel overwhelmed or unsure how to present the concern.
Frequently Asked Questions
If you noticed a possible error after discharge, contact the hospital’s patient relations, quality, or risk management department as soon as possible and describe what happened, when it happened, and any symptoms or harm. If you need medical care urgently, seek immediate treatment first, then report the concern.
You can report to the hospital’s patient relations office, patient advocate, quality and safety team, or risk management department. You can also file a complaint with your state health department, hospital accreditation body, or licensing board if appropriate.
Write down dates, times, names of staff if known, medications, test results, symptoms, discharge instructions, and what you believe went wrong. Keep copies of discharge papers, prescriptions, bills, photos, and any messages related to the concern.
Start with the hospital’s patient relations or patient advocate office, since they can route your concern to the appropriate department. If the issue involves a serious safety event, ask for the quality and safety or risk management team.
Provide your name and contact information, the patient’s name and date of birth if different, the hospital name, dates of care, a clear description of the safety worry, and any harm or follow-up care needed. Supporting documents help the review process.
Many hospitals allow anonymous reports, though details may be limited if they cannot contact you for more information. You can ask the hospital, or use an external complaint system that permits anonymous submission when available.
You can usually report as soon as you notice the issue, and often there is no very short deadline for patient safety concerns. However, reporting quickly helps the hospital investigate and preserve records and evidence.
The hospital should acknowledge the report, review the details, and may contact you for more information. They may investigate, explain findings, offer corrective actions, and tell you how to escalate if you remain concerned.
Yes, you can report outside the hospital to your state health department, medical licensing board, hospital accreditation organization, insurer, or ombudsman if applicable. If the concern involves fraud or abuse, other agencies may also be appropriate.
Yes, if you have new or worsening symptoms, seek medical care immediately. Once you are safe, report the safety concern so the hospital can review what happened and prevent similar issues.
Keep the report clear and factual: state what happened, when it happened, where it happened, who was involved if known, what harm occurred, and what outcome you want. Avoid speculation and focus on observable details.
Yes, family members or caregivers can usually report concerns, especially if they were involved in the care or observed the problem. The hospital may need the patient’s permission to discuss protected health information in detail.
If the hospital does not respond, follow up in writing and ask for the complaint reference number and expected timeline. If needed, escalate to external agencies such as the state health department, licensing board, or accreditation body.
Reporting a safety concern should not prevent you from receiving future care, and hospitals should not retaliate against you for raising a concern. If you worry about retaliation, include that concern in your report and consider an external agency.
Report medication errors, incorrect discharge instructions, missed test results, falls, infections, communication failures, wrong-site procedures, delayed treatment, or any event that caused or could have caused harm. If you are unsure, it is still reasonable to report the concern.
You can still report without discharge papers by using the patient’s name, date of birth, approximate dates of admission and discharge, and as many details as you remember. The hospital can usually locate records internally.
Yes, a complaint may be about service or communication, while a patient safety worry involves a possible risk or harm related to care. Hospitals often review both through patient relations, but safety concerns may be escalated to quality or risk management.
List the medication name, dose, instructions given, what was actually taken or prescribed, when the problem was discovered, and whether any harm occurred. Report the issue to the hospital and, if needed, to your pharmacist or prescribing clinician for immediate guidance.
You can ask for a summary of the hospital’s findings and any corrective actions, though some internal details may be limited by privacy or legal rules. You may also request your medical records and complaint correspondence for your own files.
If there is serious harm or an emergency, call emergency services or go to the nearest emergency department right away. After immediate care is addressed, report the event to the hospital and external authorities if necessary.
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