Getting What You Want from Healthcare…

If patients feel that they cannot – for whatever reason – find information on medical care, or they feel they may not have a local institution whereby they can seek medical car, then they are urged to speak to their local GP or local primary care trust. However, in some instances, patients may feel that they have not received the high level of care that the national health service prides itself on. In such cases, they may wish to make a complaint. All NHS complaints will be considered and replied to by the organisation, or by a healthcare professional involved, and you can also raise any concerns on behalf of another person, perhaps a family member. It’s the law for all GPs to have certain complaints procedures, and patients will find details of these at the reception area of their local health centre, or by asking behind the counter. Alternatively, a ‘Patient Advice and Liaison Service’ has been set up in every PCT, and although this is not directly involved with the complaints service, it may help with any problems patients have, or could point individuals in the right direction. By using the ‘Find Services’ tool on the NHS website, patients can find information on performances, and even rate their local hospital themselves.

If – after going down the official complaints route – patients are still unhappy, they can refer the matter to the Parliamentary and Health Service Ombudsman, who is independent of the NHS and government. The NHS treat all complaints extremely seriously and are keen to hear from patients or those acting on behalf of patients as to the level of care they received whilst being treated, especially those that believe the level of care should have been better.

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