Glossary

NHS, complaint and records terms in plain English

24 terms taken from our guides, each one linked to the guide that explains it in context. Where a rule or time limit is named, the guide names the law or the publication it comes from. Nothing here is legal or medical advice.

A

Access to Health Records Act 1990: The pre-GDPR law that still governs access to the records of a deceased patient. UK GDPR only covers living individuals. In context: How to get your NHS medical records

B

Bolam / Bolitho: Common-law tests for clinical negligence: a doctor is negligent if their actions wouldn't be supported by a responsible body of medical opinion (Bolam) and that opinion stands up to logical scrutiny (Bolitho). In context: Your GP's duty of care: what to do when they fail you

C

Capacity (Mental Capacity Act 2005): The legal framework for whether an adult can make their own decision about treatment. Adults are presumed to have capacity unless assessed otherwise. In context: Your rights as an NHS patient
Clinical negligence claim: A separate legal process, not a complaint, for compensation when poor care has caused you actual harm. See our duty-of-care guide. In context: How to complain about your GP (NHS, step by step)

D

Duty of care: A legal obligation to act with reasonable skill and care towards someone who could foreseeably be harmed if you don't. Applies automatically once a GP accepts you as a patient. In context: Your GP's duty of care: what to do when they fail you

E

Equality Act 2010: The UK law that prohibits discrimination on grounds of age, race, sex, gender reassignment, disability, religion, sexual orientation, pregnancy, marriage, or being a service user. Applies to all NHS services. In context: Your rights as an NHS patient

G

GMC: The General Medical Council, regulates UK doctors and publishes 'Good Medical Practice', the professional standards every doctor must meet. In context: Your GP's duty of care: what to do when they fail you
GMC Good Medical Practice: The professional standards every UK doctor must meet, including listening to patients, keeping accurate records, and respecting requests for a second opinion. In context: Your GP won't listen: what to do next

I

ICB (Integrated Care Board): The local NHS body that commissions GP services. You can escalate unresolved complaints to your ICB before going to the PHSO. In context: Your GP won't listen: what to do next
ICB (Integrated Care Board): The local NHS body that commissions GP services. Some patients prefer to send Stage 1 complaints to the ICB rather than the practice itself. In context: How to complain about your GP (NHS, step by step)
ICO (Information Commissioner's Office): The UK's independent regulator for data protection. You can complain to the ICO free of charge if your SAR is ignored or refused without lawful basis. In context: How to get your NHS medical records

N

NHS Complaints Advocacy: A free, independent service in every region of England that helps patients draft, send, and pursue complaints. Equivalents exist in Wales (Llais), Scotland (PASS), and Northern Ireland (PCC). In context: How to complain about your GP (NHS, step by step)
NHS Constitution: A statutory document setting out the principles and rights of NHS patients in England. NHS bodies are legally required to have regard to it in everything they do. In context: Your rights as an NHS patient
NHS guideline: An evidence-based UK clinical guideline (e.g. NG12 for suspected cancer, NG73 for endometriosis) that GPs are expected to follow or document a reason for departing from. In context: Your GP won't listen: what to do next
NHS guidelines: The evidence-based UK clinical guidelines published by NICE (the National Institute for Health and Care Excellence) that NHS GPs are expected to follow, or document a reason for departing from. In context: Your GP's duty of care: what to do when they fail you
NHS technology appraisal: A formal NHS guideline recommendation that a particular drug or treatment is clinically and cost-effective. If it applies to you, your local NHS is legally required to fund it within 3 months of the recommendation. In context: Your rights as an NHS patient

P

Patient Choice: Your legal right (in England) to choose your NHS hospital and consultant-led team for most non-urgent referrals. In context: Your rights as an NHS patient
PHSO: The Parliamentary and Health Service Ombudsman, independent body that investigates unresolved NHS complaints in England. In context: Your GP's duty of care: what to do when they fail you
PHSO: The Parliamentary and Health Service Ombudsman, the independent body that investigates unresolved NHS complaints in England, free of charge. In context: How to complain about your GP (NHS, step by step)
Prospective record access: The NHS England policy (from November 2022) that gives most adult patients automatic online access to new entries in their GP record via the NHS App. In context: How to get your NHS medical records

R

Responsible Person: The named individual at every GP practice (usually the practice manager) who is legally accountable for handling complaints under the NHS Complaints Regulations 2009. In context: How to complain about your GP (NHS, step by step)

S

Subject Access Request (SAR): A formal written request under UK GDPR for a copy of your full medical record, free, within one calendar month. In context: Your GP won't listen: what to do next
Subject Access Request (SAR): A formal written request under UK GDPR Article 15 for a copy of all personal data an organisation holds about you, including your medical record. In context: How to get your NHS medical records

U

UK GDPR: The UK version of the General Data Protection Regulation, in force since 1 January 2021, which sits alongside the Data Protection Act 2018. In context: How to get your NHS medical records

Guides these definitions come from

How to complain about your GP (NHS, step by step) (5 terms)
How to get your NHS medical records (5 terms)
Your GP won't listen: what to do next (4 terms)
Your GP's duty of care: what to do when they fail you (5 terms)
Your rights as an NHS patient (5 terms)

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