7. Medical Complaints


\\\ Medical Complaints

\\\ updated 2022

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What Are Patient Care Regulators? – Post 7

The GMC – The CQC – Police – PALS Local NHS Complaints – The Parliamentary Ombudsmen

A majority of NHS UK patients are satisfied with their care, however, this has been steadily declining over the past few years, where there are times when it is important to ensure that bad and unsafe care is brought to the attention of those who can resolve issues and improve services.

Complaint routes are never very straightforward in most organizations, including the NHS. As an advocate that complaints should be dealt with by those who offer poor care, face to face, providing an opportunity to put right what was wrong, The Royal Sussex County Hospital, Brighton, CEO Mr. Mathew Kershaw, and Consultant Mr. K Altman failed to offer any conciliation route contrary to The GMC guidelines, The General Medicine Council guidelines for a ‘Never Event.’ 

It was surprising that a large city hospital wanted to ignore patient safety issues and, especially distressing to family members who had been repeatedly lied to by various clinicians about the patient’s care.

The General Medical Council – GMC

The GMC, The General Medical Council, the regulatory body for doctors and other medical clinicians indicate in their complaints procedures, that most doctors would like to put matters right if provided with the chance.

Lots of conciliatory information in their guidelines, but surprisingly, no doctor followed their own regulator’s rules and guidelines, failing to take the opportunity to do so at The Royal Sussex County Hospital, Brighton.

More recent correspondence with the Medical Director of The Royal Sussex County Hospital, (RSCH) Brighton, Sussex, when informed of the failure of patient safety, care, and the diagnosis that his team at the RSCH missed, resulted in conciliatory words, such as –

“I can only imagine how difficult and distressing these last few years have been for you.” 

Still, no assurance that the organisation had made changes to their practices so that their criminal and dangerous acts of patient safety would never take place to any other patient, let alone an apology, or even evidence of any beneficial learning.

It is for this reason that the information concerning not just poor care and unlawful care at this hospital, and by this hospital Trust, but the limitations of the NHS medical teams to diagnose a life-threatening toxicity accident, a suggestive knock to the face causing Oral-Electro galvanism leading to high levels of elemental/inorganic toxicity, is detailed today online.

What wasn’t known at that time of complaints being made, was the hospital was also facing numerous other serious patient complaints and claims, in particular, seven other ‘Never Events’ which were being concealed, by the CEO, kept away from the press reporting, putting patient safety as a very low priority in this hospital.

Due to the appalling conduct of the CEO of The Trust, where it became clear he had no intention to meet and work with the patient to help put matters right, particularly where they involved poor and unlawful patient safety, a complaint was made to The Care Quality Commission, CQC.

This NHS Trust seemed to have forgotten why they were in business and how to provide a great patient experience.


The Care Quality Commission – The CQC

TOXIC HEALTH CO UK Care Quality Commission logo

The CQC is the independent regulator of health and adult social care service in England. They do not investigate individual complaints but have a range of powers they can take when people are receiving poor care.

The organisation was supplied with statutory evidence from the patient’s medical record of failed safety and criminal acts.

The CQC shortly afterward took action.

The organisation inspected The Royal Sussex County Hospital. Brighton, Sussex, and found serious problems.

The Trust had a history of “long-standing and complex issues” and was put into special measures for quality by the Care Quality Commission (CQC) in August 2016. As of October 2016, it was placed into financial special measures.

The “troubled” Trust had to be taken over by one of the top-performing hospital trusts in England, in 2016, The Western Sussex Hospitals NHS Foundation Trust as reported by BBC news and local media.  

2019, the CQC furthermore reported in the press, that more than half of England and Wales A&E departments are ‘not good enough,’ where this had been evident for years, at The Royal Sussex County Hospital, Brighton and Hove, as a patient attending.

This negative press has continued, the national newspaper, Daily Telegraph explains how the CQC believes the NHS hospitals failed to prepare 20 years ago for the increased size of populations requiring health care.

The CQC inspect GP surgeries, dentists, as well as other medical establishments and offer their reports online for public viewing and monitoring.

General Information – Numerous youtube videos are available online to view information about the CQC, what inspectors are checking, and webinars for NHS clinicians outlining Commissions checks.

Press articles

The Royal Sussex County Hospital, The RSCH, Brighton, UK has a long history of failed patient care and poor leadership, so much so, that it had to be taken over by a neighbouring Trust, 2016, that had a more exemplary record.

Articles would appear periodically questioning their failure in local and national newspapers, with very similar events that occurred to me.


The local police do not like getting involved with medical issues, however, there are times when it becomes inevitable for police intervention. The name Harold Shipman is well known by most of the UK public who was an English GP, imprisoned for murdering 15 of his patients, and an inquiry established that he killed up to 260 patients and maybe even more. The police had to investigate wrongdoings which led to the case of murder.

When dealing with the police about some matters, they did comment that this case was ‘clearly a very unsafe medical surgical operation’ which organisations have to agree with.

Local Complaint Procedures

Patient advice and liaison service (PALS).

The time scale a patient has to bring the case of a complaint to PALS is short, just 12 months. Patient complaints normally start internally with the representatives of PALS and then work upwards if complaints remain unsolved. Clarke Wilmott has written a very informative leaflet as to how this procedure works.

With elemental/mercury toxicity it is unlikely that you will be diagnosed quickly, in time to bring medical complaints through the normal route of 1 year to PALS, unless you know that you’ve experienced the accident with the known substance as there are very few visual signs for safe diagnosis, and these generally appear in later stage.

The Parliamentary Ombudsmen

Many patients find themselves in a similar complaints ‘trap’, where their diagnosis will take much longer to find than three years, The Parliamentary Ombudsmen, which is the next step to be taken from local complaints when they are not settled.

This is particularly true of elemental/inorganic mercury which is dubbed ‘the silent killer’ showing no visible patient signs to be able to bring a successful case until years later, when the profession still remains in denial that toxicity can occur, and where the request runs out of time.

In my case, it is now known that elemental/inorganic mercury toxicity first presented eczema after 3.5 years, causing ‘Pink Disease’ and where specialised dental blood tests provided suggestive evidence of toxicity years later. (Read post 6 Ezcema).

Mercury is known as ‘The Silent Killer’

The Parliamentary Ombudsmen is a notorious organisation where many patient cases are thrown out, causing them even more distress and distrust of the medical profession.

Patients who have raised issues to their local hospital will often find that most of their correspondence has paragraph after paragraph referring them to this organisation where the hospital Trust knows full well that after three years, patient cases are thrown out exceeding the time limit, especially where they have done their best to delay patient cases being bought to the Ombudsmen.

Since Covid-19 March 2020, The Ombudsmen have even failed to chart their quarterly patient complaint figures online.

It’s at this point, that the patient saw exactly how disgraceful the conduct of so-called professionals in the local hospital Trust truly was. In business, one would call it fraud, in the NHS it seems to be everyday accepted practice to avoid official complaints being made and the intervention of regulators.

The NHS caused continual delays in covering up criminal medical accidents instead of aiding a patient to find their diagnosis and restore their health. It seemed that it was more important that clinicians retained their jobs and pensions at the expense of their duty of care to their patients.

Elemental/inorganic mercury and how the NHS fails the patient

  • The NHS fails to offer modern comprehensive blood tests, diagnosis, and appropriate chelation knowledge leaving the patient very vulnerable to toxicity, despite Public Health England and Wales acknowledging the disease and recommending that a patient should seek medical help. (Read more Public Health England & Wales statement Post 23).
  • The NHS fails to ensure patients can be diagnosed for unknown accidents to the face caused by elemental/inorganic mercury toxicity, particularly by A&Es, Oral & Maxillofacial Departments, and GPs.

After providing the NHS with 5 years to find the diagnosis, worsening health, the patient had no alternative but to seek private health care.


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It is advisable to read posts in numerical order. The next post 8 explains some of the private health care that helped find the root causes of toxicity.

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Finding the toxicity symptoms after 9 years of life-threatening declining poor health.

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