How to Get Answers if Your GP or Consultant Won’t Explain | Nash & Co Solicitors
Written by Mike Shiers and Rebecca Brisley | Medical Negligence team | 6 February 2026
When something serious goes wrong with your medical care, the first thing most people want is a simple explanation. You want to know what happened, why it happened, and what can be done to put things right. But too often, patients find themselves facing silence, avoidance, or vague responses when they ask for clarity.
If your GP or consultant isn’t explaining what went wrong, it can leave you feeling confused, powerless, and anxious about what to do next. You might worry about pushing for answers or feel unsure about your rights to question your care.
What this article will cover
In this article, we’ll explain why doctors and hospitals sometimes avoid giving clear explanations, what your rights are as a patient, and how to formally request information if your questions are being ignored. We’ll also look at what to do if you suspect medical negligence and how Nash & Co Solicitors can help you find out the truth through clear communication and expert legal support.
Why doctors sometimes don’t give clear answers
There are many reasons why a GP or consultant might be reluctant to explain what went wrong, and not all of them are malicious. Sometimes, communication breaks down simply because professionals feel uncomfortable or uncertain about how to respond.
However, in some situations, a lack of transparency can be a sign that something has gone wrong and is not being handled as openly as it should be. Common reasons include:
Fear of blame or litigation – medical professionals may worry that being open could expose them to criticism or claims.
Incomplete information – they may not yet know the full details and want to wait for test results or internal reviews.
Defensive culture – in some hospital settings, staff are advised to refer queries to official complaints departments instead of answering directly.
Simple communication failures – doctors often use medical terms that patients find confusing or unclear.
Whatever the reason, being kept in the dark can make an already distressing experience much harder. You have every right to expect honesty and clear communication about your own healthcare.
Your rights to know what went wrong
Every patient in the UK has the legal right to be told honestly and openly when something has gone wrong with their care. This is part of what’s known as the Duty of Candour, a professional obligation that requires hospitals, GPs and NHS organisations to:
Inform you as soon as they become aware that an error has occurred.
Offer a full and open explanation of what happened.
Provide an apology and outline what will be done to prevent similar mistakes in future.
Keep you informed throughout any investigation.
If this hasn’t happened in your case, it’s reasonable to feel frustrated and to want to take matters further. Knowing the right steps to take can help you regain a sense of control.
How to get answers when your GP or consultant won’t explain
If your questions are being ignored or dismissed, there are practical steps you can take to get the clarity you deserve.
Put your questions in writing: sometimes written communication is more effective than asking in person. Write a calm, clear letter or email to your GP practice or hospital consultant listing the questions you want answered. Be specific about dates, appointments, and the issues you’re unclear about.
Request access to your medical records: you are legally entitled to see your own medical records. This includes GP notes, hospital test results, and referral letters. You can request them directly from your GP practice or hospital trust. Accessing your records can give you insight into what decisions were made, when tests were done, and whether opportunities to diagnose or treat your condition were missed.
Make a formal complaint: if you’re not getting a response, you can make an official complaint through the NHS complaints procedure. For GP practices, this is usually done through the practice manager. For hospitals, it goes through the Patient Advice and Liaison Service (PALS) or the hospital’s complaints department. Be sure to keep copies of all correspondence.
Contact the Parliamentary and Health Service Ombudsman: if you’ve made a formal complaint but are still not satisfied with the outcome, you can escalate the matter to the Parliamentary and Health Service Ombudsman (PHSO). They can review how your complaint was handled and whether proper procedures were followed.
Seek independent legal advice: if you suspect that you’ve suffered harm due to a medical mistake, it’s important to speak to a solicitor who specialises in medical negligence. They can help you access expert opinions, gather evidence, and ensure your voice is heard.
When it might be time to seek legal advice
If you’ve tried to get answers through normal channels and you’re still being ignored, it may be time to get legal support. Solicitors who specialise in medical negligence can help uncover the truth and, if appropriate, pursue a claim to ensure accountability. You may have grounds for a claim if:
A GP or consultant failed to refer you for tests or specialist review.
Symptoms were dismissed or not properly investigated.
Test results were delayed, lost, or misinterpreted.
The delay or mistake caused avoidable harm or worsened your condition.
A claim is not just about compensation. It’s also about getting recognition, accountability, and answers. Many of our clients tell us that their main motivation for taking action was to make sure the same mistake doesn’t happen to someone else.
At Nash & Co Solicitors, we handle these cases with sensitivity and care. Our focus is always on helping clients find out what happened, without pressure or judgement.
How Nash & Co Solicitors can help you find clarity
At Nash & Co Solicitors in Plymouth, we regularly help people across Devon, Cornwall and throughout the UK who have struggled to get clear answers from doctors or hospitals.
When you contact us, you’ll speak directly to an experienced member of the team, not a call centre. We’ll listen to what’s happened, answer your questions, and explain your options in plain English. If we believe you have grounds for a claim, we can take on your case on a No Win No Fee basis.
Our approach is transparent, fair and client-focused. We’ll keep you updated at every stage, so you always know what’s happening and why. You’ll never be pressured into taking action, and if you decide not to proceed, that’s completely fine.
If you’d like to talk to us about your experience, call 01752 827067 or email medneg@nash.co.uk.
Frequently Asked Questions
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Yes. You’re entitled to ask for a full explanation of your diagnosis and treatment. If your doctor refuses or avoids answering, you can request written information or raise the issue through the practice manager.
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You have a legal right to access your records under the Data Protection Act 2018. A solicitor can help you obtain them if you’re having difficulty.
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Hospitals must acknowledge your complaint within three working days and aim to provide a full response within a set timescale, usually 25 to 40 working days.
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Yes, though the NHS may decline very old complaints. However, if new evidence has emerged or you only recently found out about an error, your complaint may still be accepted.
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You can still request their medical records and make a formal complaint as their next of kin. Legal advice may also help if negligence contributed to their death.
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Yes. The two processes are separate. A complaint is about getting an explanation, while a claim focuses on compensation for harm caused.
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Most medical negligence claims at Nash & Co Solicitors are handled on a No Win No Fee basis, meaning there are no upfront costs and you only pay if your claim is successful.
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Yes. We act for clients across Devon, Cornwall and the wider UK. Most cases can be managed remotely, making it easy to work with us wherever you live.
