Sometimes our healthcare may not be as planned or anticipated. The following information outlines how you can raise a concern or make a complaint to help you access the appropriate healthcare.

Tips to improve communication

Thyroid conditions can have nonspecific symptoms. So it is often difficult to pinpoint whether symptoms are related to your thyroid or to something else. For this reason, your diagnosis and ongoing condition management can be frustrating at times. Unfortunately, this sometimes leads to our relationship with a healthcare professional breaking down.

Short appointment times can make it difficult to communicate everything you need to with your doctor. The following may help you to communicate how you are feeling to your doctor:

• Keep a diary of symptoms.
• Write a list of questions in advance to help you cover all your points during your appointment.
• List your questions in order of importance so the most important ones are dealt with first.
• Take notes during your appointment to help you remember what was said.
• Ask your doctor to clarify anything you are unsure about.
• Ask whether your doctor can refer or signpost you to further sources of support.
• Request a follow-up appointment if you feel you need more time to have your questions answered.
• Take someone with you to the appointment to act as an advocate for you. An advocate is someone who spends time finding out exactly what it is you want from a consultation. They can then lead the conversation with the healthcare professional and check back with you to ensure they are still on track. This could be a family member, friend or professional advocate.
• Confirm you understand the next steps before you leave your appointment.

Getting a second opinion

Many issues can be resolved by speaking directly to your healthcare team. Sometimes, they may be able to explain things differently or give you another opportunity to ask any unanswered questions.

If you feel you are not receiving the appropriate care, you can ask to discuss your care with someone different.

The General Medical Council, which regulates doctors, states that all doctors must ‘respect the patient’s right to seek a second opinion’. Although you do not actually have a legal right to get a second opinion, it is unlikely that you will be refused.

If you would like a second opinion after seeing your GP, you can ask for an appointment with another GP.

If you would like a second opinion after seeing a consultant, you can ask them about this. They may agree to refer you to another consultant. If the new consultant accepts the referral, your current consultant will transfer the relevant information to them.  

Your GP can also refer you for a second opinion. However, this would be treated as a new patient referral and may mean you have to wait longer for your appointment. The NHS and Patients’ Association websites provide more information about getting a second opinion.

Making a complaint

If you are unhappy with the care you have received, you have a right to make a complaint. You have several choices about how to do this:

Raising a concern

Before making a formal complaint, you may want to raise a concern with your healthcare provider. They may be able to solve the problem before it gets any worse. If it is about GP care, you can speak to your practice manager. If it concerns hospital care, you can contact Patient Advice and Liaison (PALS). This service is free and there should be a PALS office in every NHS hospital.

Making a complaint

If you have raised a complaint but feel it has not been fully resolved,  you can make a formal complaint.  All healthcare providers will have a complaints policy which explains who to contact, how to make the complaint and what the process involves.

If you need to make a complaint about care you have received from your hospital, PALS can help you. Their role is to help improve healthcare by taking complaints that are made to them and helping to find an appropriate solution.

Contacting the ombudsman

If you are unsatisfied with the reply to your complaint, you can contact the Parliamentary Health Service Ombudsman (PHSO), who can deal with NHS complaints if you live in England. They can only be involved if you have received a reply to your complaint from your healthcare provider.

Making a complaint about NHS services

Don’t be embarrassed or worried about complaining. Everyone wants the right care for you. You can find more information on how to make a complaint on NHS England, Northern Ireland,  Scotland and Wales’ respective websites.

Getting additional help

The Independent Complaints and Advisory Service (ICAS) provides free, impartial support to people who want to make a complaint about the NHS. Your local council will be able to help you find your local NHS complaints advocacy service.

The Patients’ Association is a national charity that provides free information and support via its confidential helpline  0800 345 7115 or email [email protected]

Healthwatch is an independent organisation championing health and social care. It has branches across the UK.

pohwer.net offers advocacy, information and advice to help people have a voice. The helpline number is 0300 456 2370

Further reading

Living better with hypothyroidism

Managing hyperthyroidism while awaiting your endocrinology appointment