How to Make a Complaint About a Hospital
Published: 10 June 2026 · Written by: HospitalGuide Medical Editorial Board
How do I make a formal complaint about a hospital?
To make a formal complaint about a hospital, start by contacting the hospital's Patient Relations or PALS (Patient Advice and Liaison Service) team directly. If unsatisfied with their response, escalate to the relevant regulatory body: the Parliamentary and Health Service Ombudsman (UK), your State Insurance Commissioner or CMS (USA), or the Health Services Commissioner in Australia.
Step 1: Speak to the Hospital First
Most concerns can be resolved quickly by speaking directly with the ward manager, nurse in charge, or patient services team. This is the fastest route to resolution and gives the hospital the opportunity to put things right before a formal process begins.
Step 2: Submit a Formal Written Complaint
If speaking to the team does not resolve the issue, submit a written complaint to the hospital's complaints department. Include: your full name, date(s) of treatment, ward or department, a clear description of what happened, what outcome you are seeking, and your preferred contact method. Keep copies of all correspondence.
Escalation Routes by Country
| Country | First contact | Escalation body |
|---|---|---|
| UK (NHS) | PALS at the hospital | Parliamentary & Health Service Ombudsman |
| USA | Hospital Patient Relations dept | State Health Dept or CMS (1-800-MEDICARE) |
| Canada | Patient Relations office | Provincial Health Ombudsman |
| Australia | Hospital complaints team | Health Services Commissioner (by state) |
Frequently Asked Questions
Will making a complaint affect my future care?
No. Under patient rights law in all countries covered by this directory, hospitals are legally prohibited from penalising patients for making complaints. Your care team will not be informed of a complaint submitted through official channels.
How long does a hospital have to respond to a complaint?
In the UK, NHS hospitals must acknowledge a complaint within 3 working days and respond fully within 25 working days. In the USA, there is no single federal timeline, but most hospitals aim to respond within 30 days. You can request a timeline extension in writing.
What if I want to report a serious patient safety incident?
In the UK, report it to the CQC at cqc.org.uk. In the USA, report to the Joint Commission at jointcommission.org or your state health department. For immediate risk to life, call emergency services.
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Editorial Transparency: This guide was reviewed by the HospitalGuide Medical Editorial Board against standard hospital policies and applicable patient rights legislation (HIPAA, NHS standards, Privacy Act). Content is updated when material regulatory changes occur.
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Medical Disclaimer: This guide is for informational purposes only and does not constitute medical, legal, or clinical advice. Always contact your healthcare provider or relevant authority directly. In a medical emergency, call 911 (USA/Canada), 999 (UK), 000 (Australia), or 112 (Europe) immediately. Full Medical Disclaimer →