Being in neonatal care is a stressful time for families. It is important that you feel comfortable and confident in the care your baby receives. There is support available to raise any concerns you have about your baby’s care.
How can I raise my concerns with Neonatal Staff?
The British Association of Perinatal Medicine (BAPM) have a helpful guide on Improving Communications With Neonatal Unit Staff for families. This guides you through options such as:
- Write down the points you want to raise
- Use ward rounds to discuss your concerns
- Ask a friend or family member to support you
- Speak with a staff member you trust
- Ask if there is a Family Integrated Care lead you can speak to
Family Integrated Care
Family Integrated Care means staff work in partnership with you when caring for your baby. This includes listening to and discussing any concerns you have about your baby’s care.
We know it can feel worrying to speak with staff about your concerns. Our information on Family Integrated Care provides a range of information to help you feel more confident being involved in your baby’s care. This includes trusting your instincts and speaking up for your baby.
How Can I Raise Serious Concerns?
The British Association of Perinatal Medicine (BAPM) have a helpful guide that explains how you can Raise Serious Concerns about your baby’s neonatal care.
We know it is distressing to have a serious concern about your baby’s care. Remember, your instincts and views are key to your baby’s care, and you should feel you can voice them. Please use the information in the Raising Serious Concerns guide to seek support and share your concerns as soon as you can.
Martha’s Rule
Martha’s Rule is a new patient safety initiative that NHS hospitals in England are in the process of putting into place. It may be an option that you can use to raise concerns, if you are worried about your baby and you don’t feel your concerns are being listened to.
Martha’s Rule states that families of patients should be encouraged to talk to staff if they feel a patient’s health condition is getting worse. This is because families may notice small changes before they might show up on a routine test or exam.
All families have a right to ask for a discussion and a review of their baby’s care. You can ask for this if you feel you have raised concerns and they are not being addressed. Families have always had this right, but Martha’s Rule makes this clearer and easier to access.
There will be a phone number in each hospital that you can call to raise concerns and ask for this review. This should be displayed on posters and be available on the hospital’s website. This is often called Call4Concern (C4C) as well as Martha’s Rule.
Martha’s Rule is not available in all NHS hospitals yet. NHS hospitals in England are in the process of putting it into place. Martha’s Rule is not currently being rolled out outside of England. However, some hospitals in Scotland and Wales are trialling a similar initiative. This is usually called Call4Concern.
You can ask staff on the unit if Martha’s Rule / Call4Concern is in place at the hospital where your baby is being treated. You can also find this information on the hospital's website. There should also be posters around the hospital advertising Martha’s Rule / Call4Concern if it is available.
How can I raise my concerns with someone outside of the neonatal unit?
In England and Wales, every hospital has a Patient Advice and Liaison Service (PALS). This is an unbiased and confidential service available to offer advice and support to patients and their families. They are there to help you resolve any concerns or problems you have. You can find signs for PALS near the hospital reception. Their phone number should also be on the hospital’s website.
In Scotland, the Patient Advice and Support Service (PASS) is delivered independently by the Citizens Advice network. They provide support to patients across all of Scotland. You can use PASS to give feedback, get support with a complaint and understand your rights as a patient. Their information should be clearly displayed on notice boards in Scottish hospitals. You can call PASS on 0800 917 2127 (open Monday to Friday 9am – 5pm).
In Northern Ireland the Patient and Client Council (PCC) is a central body that supports patients with any concerns about their healthcare. Their information should be clearly displayed on notice boards in Northern Irish hospitals. You can call the PCC on 0800 917 0222 (open Monday to Friday 9am - 4pm).
How can I make a formal complaint?
Complaints usually need to be made within 12 months of the issue you want to complain about. However, this can be extended if you have good reasons for not being able to make the complaint sooner.
You can complain using the hospital’s complaints procedure. You can also complain to the organisation that oversees or funds them, depending on where you live in the UK. Finally, you can raise unresolved complaints with the ombudsman.
Option 1: Use the hospital complaints procedure
All NHS hospitals must have their own complaints procedure. Details about this should be easy to find, for example through posters on the unit or on their website.
You can also call the hospital switchboard who will be able to provide you with the details. Usually there will be a specific email address where complaints can be sent.
Option 2: Complain without directly contacting the hospital
If you live in England or Wales, you can complain to the organisation that funds the hospital.
- In England these are Integrated Care Boards (ICBs). You can find your local Integrated Care Board in England here.
- In Wales these are Local Health Boards. You can find your Local Health Board in Wales here.
In Scotland or Northern Ireland, you can complain to the body that oversees the hospital.
- In Scotland, these are Local Health Boards. You can find the contact details for Local Health Boards in Scotland here.
- In Northern Ireland these are Health and Social Care Trusts. You can find contact details for Health and Social Care Trusts in Northern Ireland here.
Option 3: Complain to the ombudsman
The ombudsman is an independent body that investigates unresolved complaints.
If you are not satisfied with the outcome of your complaint, you can ask the ombudsman to investigate it.
Please use the links below to find the health complaints ombudsman in different parts of the UK:
England Parliamentary and Health Service Ombudsman
Northern Ireland Public Services Ombudsman
