Responsibilities · Not a referral service
Who does what?
A guide to the distinct roles of healthcare providers, regulators, ombudsman services, police, safeguarding and specialist bodies.
Different organisations do different jobs. You can ask for help or report a concern without first proving misconduct. Stronger action, such as a formal investigation, sharing private information or restricting someone’s work, may need more evidence or a legal reason. Patients should have choices wherever this is safe and lawful.
This guide mainly covers England. Some professional regulators work across the United Kingdom (UK). Check their own websites for the latest contact details. Patient Sexual Safety (PSS) does not handle individual cases.
National Health Service (NHS) provider and Patient Advice and Liaison Service (PALS)
What it does: A patient can ask a hospital or practice for an explanation or make a complaint. PALS helps people ask questions and find the right person in many NHS hospitals. A commissioner is an organisation responsible for arranging or funding some NHS care.
What it does not necessarily do: PALS or the local complaints team does not investigate crimes or decide whether someone is allowed to keep working in their profession.
NHS complaints guidanceCare Quality Commission (CQC)
What it does: Checks whether health and adult social care services in England meet required standards. It can use information people share to decide what action a service needs.
What it does not necessarily do: Usually cannot deal with an individual complaint for the person who made it.
Give feedback on careGeneral Medical Council (GMC)
What it does: Sets standards for doctors, physician associates and anaesthesia associates. It looks into serious concerns when a professional may not be safe to practise.
What it does not necessarily do: It does not normally settle an NHS complaint or decide compensation for the patient.
Raise a concernNursing and Midwifery Council (NMC)
What it does: Sets standards for nurses, midwives and nursing associates. It can examine serious concerns about whether someone is safe to work.
What it does not necessarily do: It does not normally explain a patient’s treatment or change the result of a hospital complaint.
NMC concerns guidanceHealth and Care Professions Council (HCPC)
What it does: Sets standards for several professions, including physiotherapists and paramedics. It can look at serious concerns about professional behaviour or safety.
What it does not necessarily do: Its job is mainly to protect the public, not to provide personal compensation.
Raise a concernGeneral Dental Council (GDC)
What it does: Sets standards for dentists and other dental professionals and can look into serious safety or conduct concerns.
What it does not necessarily do: Does not replace a dental practice complaint or a claim for compensation.
Fitness to practiseParliamentary and Health Service Ombudsman (PHSO)
What it does: Independent of the NHS. Can review some NHS complaints in England that have not been resolved. Phone 0345 015 4033. Usually contact it after receiving a final NHS reply. Deadlines and eligibility rules apply.
What it does not necessarily do: Cannot take away a professional’s registration or award the same damages as a court.
What it can and cannot doHealth Services Safety Investigations Body (HSSIB)
What it does: Independently investigates wider healthcare safety problems and recommends improvements.
What it does not necessarily do: Does not resolve someone’s personal complaint, decide legal blame or replace their care team.
How to share a safety concernPolice and safeguarding teams
What it does: Police investigate possible crimes. Safeguarding teams work to protect children and adults who may be at risk of abuse or neglect.
What it does not necessarily do: A police decision does not automatically decide what a healthcare regulator should do, or the other way around.
Sexual assault reporting informationDisclosure and Barring Service (DBS)
What it does: Can decide that someone must not do certain types of work with children or adults at risk, if the legal conditions are met.
What it does not necessarily do: Members of the public usually contact the police, social services or an employer first, rather than using a DBS employer referral process.
DBS guidanceWhy the distinctions matter
You might start by asking a question, then make an NHS complaint. A serious concern may also need the police or a regulator. Each has different powers, so one organisation cannot always provide every answer or action you need.
If your concern is passed to another organisation, you can ask who now has it, what they will do, and how you will hear back. Some information may have to be shared to protect people or meet legal duties.
What do these words mean?
Safeguarding: protecting children or adults who may be at risk of abuse or neglect.
Chaperone: someone who can be present during a medical examination to help people feel safe and support appropriate care. A chaperone does not guarantee safety.
Regulator: an organisation that checks whether a profession or service meets required standards.
Fitness to practise: a regulator’s decision about whether a healthcare professional is safe and suitable to continue working in their profession.
Ombudsman: an independent organisation that can look at certain complaints when the usual process has not resolved them.
Advocate: someone who helps you understand your choices and explain what you want to say.
Complaint: telling a service that you are unhappy with something and asking for a response. You do not need to use legal language.
Reporting a concern: sharing something that may need attention. Asking for help or raising a concern does not prove anyone did wrong.
Resolution: a way forward for the person involved, which might include an explanation, support, safer future care or another remedy. This is not the same as simply closing a complaint.
Research snapshot · 30 October 2026 · Independent project