Complaints in health and social care: standards and guidelines for resolution and learning (2009) aims to provide a simple, consistent approach for staff who handle complaints, and for patients who raise complaints across all health and social care services.

Mr B, a 35-year-old businessman, consulted Mr L, a urologist, over the telephone requesting a vasectomy.

Mr H, a 20-year-old sports student, presented to his GP complaining of an intermittent left groin swelling and pain in the same area when exercising. On examination, the GP noted a reducible swelling in the left groin consistent with an indirect inguinal hernia. He referred Mr H to the general surgery department of his local hospital, where Mr H was seen four weeks later by doctor in training, Dr T.

Mr F, a 67-year-old retired headmaster, consulted his GP, Dr G, complaining of urinary hesitancy, a poor urinary stream and nocturia. He was otherwise well, with no history of any significant illness, and took no regular medication. He was referred to Mr U, consultant urologist, and was subsequently seen in his outpatient clinic.

Mr D, a 45-year-old boat builder, was referred to a urology consultant, Mr E, with a history of left-sided scrotal pain. Dr E diagnosed a varicocele, which was subsequently confirmed on ultrasound.

Mrs E, a secretary in her forties, had been diagnosed with cystinuria in childhood. As a teenager, she briefly took penicillamine but stopped due to its side effects. She subsequently underwent a series of open and endoscopic procedures to remove stones from her left kidney and ureter. In adult life, Mrs E continued to pass multiple stones spontaneously, forming a new stone approximately every eight weeks.