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Complaint about an NHS waiting-list delay

A patient complaint asking an NHS trust to investigate a delayed orthopaedic referral and explain current options.

Jurisdiction: England and Wales - completed fictional worked example

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# COMPLAINT ABOUT AN NHS WAITING-LIST DELAY

Date: 3 June 2025

Parties: From Amelia Brown (NHS number 943 771 6204), patient, to PALS and the complaints manager, South Coast NHS Foundation Trust

## 1. Subject and referral

I complain about my unresolved orthopaedic referral at South Coast NHS Foundation Trust. My GP, Dr Lewis, referred me on 5 August 2024 for assessment of persistent right-hip pain; the referral was accepted on 12 August 2024. I have not received an appointment or treatment date as at 3 June 2025.

## 2. Chronology and effect

I telephoned the booking office on 20 November 2024 and 14 February 2025 and contacted PALS on 9 April 2025. I was told the referral remained active but was not given a reason or reliable date. Pain now limits walking to 200 metres, sleep and my work as a teacher; my GP prescribed physiotherapy and analgesia while I wait.

## 3. Basis and information request

Please investigate under the Trust’s current NHS complaints procedure and explain the status of my referral, any clinical prioritisation decision, and what safe interim advice is available. I understand NHS Constitution waiting-time commitments and any patient-choice or alternative-provider route depend on the current guidance, pathway and clinical circumstances; I do not assert an automatic entitlement or a guaranteed 18-week outcome.

## 4. Requested resolution and deadline

Please acknowledge this complaint by 10 June 2025 and provide a substantive response under the current complaints timetable, or explain any extension. I request a clinically appropriate appointment or a clear lawful route to discuss an alternative provider, plus correction of any administrative error. If unresolved, please tell me the current escalation route, including whether the Parliamentary and Health Service Ombudsman may consider it.

## 5. Evidence and signature

I enclose the GP referral dated 5 August 2024, acceptance notice, call notes from 20 November and 14 February, PALS correspondence of 9 April, and my pain diary. Please restrict disclosure to staff who need it. Signed, Amelia Brown, patient, 3 June 2025.

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