Not happy with your NHS asthma care?

Here’s how to complain if you’re not getting the care you need from your GP or hospital

Your GP team

What does good GP care for asthma look like?

Not happy with the asthma care from your GP?

Should I make a complaint?

How to make an effective complaint
 

Your GP team

Most people manage their asthma with help from their GP and asthma nurse at their local surgery. They are an important and valued part of basic asthma care, so we’ve focused on them a lot on this page. There’s advice further down if you want to complain about asthma care you’ve received in hospital.

GPs usually work as part of a wider team including:

  • GP receptionists who are your key point of contact for booking appointments. People with asthma tell us it can sometimes be a problem getting a same-day appointment for their asthma when their symptoms flare up. If this is the case for you, explain to the receptionist how important it is that you’re seen on the same day. For example, tell them you’re following an asthma action plan and that your symptoms indicate that you need a same-day appointment. You could also see if your GP can put a note on your record for the next time you call.
  • A practice manager who is responsible for the efficient running of the GP surgery – get in touch with them if you’re having issues getting a telephone consultation or a same-day appointment.
  • An asthma nurse specialist, or a practice nurse, who may see you for routine asthma appointments or check-ups.

What does good GP care for asthma look like?

Your GP, and your asthma nurse, both play an important role working alongside you to look after your asthma. For example they can:

  • give you tests to confirm whether you have asthma
  • prescribe preventer inhalers to prevent asthma symptoms, and reliever medicines to use when you get asthma symptoms
  • review your asthma medicines to make sure you’re on the lowest dose possible to stay well
  • show you the best way to use your inhalers so you get the full benefit from them
  • make sure your written asthma action plan is up to date
  • talk to you about the best ways to manage your asthma
  • refer you to stop smoking support or specialist care.

Not happy with the asthma care from your GP?

“If you think your doctor or asthma nurse aren’t providing enough care or the correct treatments it’s important to speak up about it. Make sure you ask if you don’t understand why something has or hasn’t been done, or why things seem to be taking a long time. Sometimes a bit of explanation can make everything fall into place,” says Dr Andy Whittamore, Asthma UK’s in-house GP.

The sooner you can get things resolved the better, because if you don’t feel you have a good relationship with your GP or asthma nurse it’ll be harder to manage your asthma well.

If you’re not happy with the care you’re getting from your GP or asthma nurse, you can:

  • talk to them about it directly, if you can.
  • try talking to the practice manager at the surgery if you don’t feel comfortable talking to the GP. They  can advise you what to do, and suggest other options such as switching to another GP.
  • ask to see a different GP. Most GP practices have several different GPs, and some have asthma nurse appointments too, so it shouldn’t be too difficult to see someone different.
  • ask if there’s someone with experience of respiratory conditions, or a nurse with specialist asthma knowledge.

Should I make a complaint?

Sometimes you may feel dissatisfied with your NHS care, but not sure if it’s worth making a complaint about, or if you even want to. You can:

  • talk things through with our asthma nurses. Give them a call on the Asthma UK Helpline or message them via WhatsApp on 07378 606728. They can help you work out if you’re getting the care you need, and can offer solutions on how you can improve things with your GP.
  • complain to your GP surgery or local healthcare provider when you’re not getting the care or support you need – this is recommended by the NHS. “Negative feedback provides an opportunity to improve care and services. It may also flag up to the team where changes might prevent a more serious problem,” says Dr Andy Whittamore. “And of course positive feedback is always most welcome too!”
  • get in touch with the NHS Complaints Advocacy service which can:
    • talk you through your concerns
    • give you advice
    • support you if you do decide to make a complaint
    • offer an advocate to attend meetings with you, and help focus the conversation so that something positive comes out of it, such a clear plan of action.

It might help you to know that in the 2017 Annual Asthma Survey, 15% of respondents said they weren’t happy with their asthma care. Poor care does happen, and you aren’t alone.  

How to make an effective complaint

When you’re thinking of making a complaint, ask yourself:

  • what do I want to complain about? Be specific, and to the point, and give examples, such as: “My GP didn’t take me seriously when I spoke about symptoms at our appointment on… this meant that I…”
  • when did the incident happen? If you want to make a complaint, make sure you do it as soon as possible, and definitely not later than 12 months after the incident or situation you’re complaining about, so that it can be dealt with quickly and fairly. If you speak with somebody either in person or on the phone it’s a good idea to back it up in writing, either in a letter or email. 
  • what result am I hoping to get? For example, do you want an apology, a guarantee that something is going to change, advice, or to have your complaint investigated?

“Keep a record of all the times you felt you didn’t get the right care from your GP, and keep copies of any letters or emails and a note of any calls.” – Caroline, who has asthma. 

NHS complaints processes

Wherever you live in the UK there are similar processes outlined by the NHS for making a complaint or giving feedback on NHS services:

  1. Talk to staff, whether it’s the GP, the practice manager, or staff on reception. Sometimes a conversation is all that’s needed to sort things out.
  2. Fill in a feedback form which you can find either at reception, in hospital waiting rooms or on your GP practice or clinic’s website.
  3. Every clinic or surgery needs a complaints procedure to collect and deal with feedback. Find out how your particular GP surgery or clinic does this. They should have information on their own website. If they don’t, check out the NHS guidance on how to complain – most GP practices share similar processes because they are based on official NHS guidelines.
  4. Another option is to give feedback anonymously through a short form called the Friends and Family Test, although you won’t get a personal response. The form should be available on your GP’s website, or ask at reception.
  5. If you want to complain about problems with treatment or care you’ve received in hospital, contact your local Patient Advice and Liaison Services, known as PALS. They can help you resolve issues and concerns quickly, without needing to make a formal complaint. It’s easy to find contact details for your local area using the NHS PALS website

Getting a response

The NHS has a legal duty to deal with any complaints efficiently, treat your concerns with respect and get back to you as quickly as possible.

Once you’ve officially made your complaint you can expect an acknowledgement within three days telling you how long the NHS expects it will take to investigate.

When your complaint has been investigated you’ll get a response outlining the findings and any actions that will be taken or changes made as a result. You’ll also be told if no further action will be taken, and why.

Read the response carefully to make sure you’re happy with it, that it answers all your questions, and that the follow-up actions are clear.

If you’re not happy with the result…

You can decide to take things further. England, Scotland, Wales and Northern Ireland all have an ombudsman to deal with unresolved complaints.

Call the Asthma UK Helpline or message us via WhatsApp

You can call the Asthma UK Helpline on 0300 222 5800 to speak to one of our friendly expert asthma nurses or message them via WhatsApp on 07378 606728 (Monday-Friday, 9am-5pm). They can give you advice about the care you need for your asthma, and how you can make sure you get it from your healthcare providers. For example, they could suggest a list of questions to ask your GP to help you open up a conversation and address your concerns.

 

Last updated August 2019

Next review due August 2022