Making a complaint on behalf of a patient as a carer

Respect, consideration, recognition and support are some of the principles that should guide how services work with carers. As a carer, you have the right to raise any concerns about the care the person you look after receives. Complaints from carers are treated with the same respect as complaints made directly by the person in care.

One of the challenges of caring for someone is knowing when to speak up about the services they receive. It is okay to speak up if you think something is wrong. If you feel that any rights have been ignored during treatment, you can give feedback or make a complaint.

Write it down#

It is a good idea to keep a record of your concerns. Make notes during appointments and keep track of dates, times and the people involved. Having this information on hand is useful when you need to make a complaint.

Make your complaint as soon as possible, either in person or in writing. The longer you wait, the harder it can be to establish the facts and resolve the issue.

Where to start#

Step 1: Speak with the professional or service provider involved#

As a first step, raise the issue with the healthcare professional or service provider directly. It might be a misunderstanding, or something a simple apology could resolve. Services often welcome feedback so they can improve, and sometimes a complaint highlights a bigger problem they need to address.

Step 2: Speak with someone representing the service#

All services have processes for hearing and dealing with complaints within their organization. The service may be able to offer an immediate solution, or will try to address your complaint as soon as possible through its complaints process. They should keep you updated on their progress.

Step 3: Take it to an external body#

If you are unhappy with the response from the service and the organization it represents, you can make a formal complaint to an external regulatory body or health complaints authority that handles complaints about healthcare providers, including private care. It is a good idea to phone them first to check they are the right body to deal with your complaint and to discuss their process.

Getting legal advice as a carer#

Depending on your complaint, you may need some legal advice. Free or low-cost legal aid services are available in many places and can help if you or someone you know needs advice.

Some legal professional bodies also run referral services that can connect you with a lawyer. With this kind of referral, an introductory meeting is often free or low cost, after which standard legal fees apply.

Where to get help#