Has anyone been through NHS complaints process? Advice please!

MrsMs_2

justme111 wrote: »

The reality is that NHS funding is inadequate and staff can not do the job properly. So how do you expect it not to impact on patients? (That's an answer to one of the posters who written that they understand how tough it is BUT it should not impact on patients). It is regretable that politicians of all sorts instead of admitting NHS limitations , discussing and establishing priorities and beinng transparent about what is and is not that can be done are engaged in lies and obfuscation. It would been far easier if we knew the score and were ready for paying when we need assistance than us having to go through rounds of frustration ending in the issue not sorted making our life miserable or paying at the end anyway.

I think it was me that said it shouldn't impact patient care, although I appreciate they are understaffed.

I've only ever attended A&E once prior to this, but one thing I noticed this time and when I've been in A&E with family/friends was that people were waiting in A&E with colds, and really minor things, when they should really see a pharmacist or their GP. I'm sure this adds to the ever increasing pressure on the NHS. A&E shouldn't be used for minor ailments.

I love the NHS for lots of reasons. My biggest reason being that everyone has access to healthcare, including those in poverty or those that are vulnerable. But I'd love to see it managed better and better options (like choosing to pay privately instead whilst in employment, for better care as essentially you're paying for healthcare twice if you choose private care and pre-existing conditions are also exempt).

As an example, my dad has cancer. It took over 2 years to diagnose and his local hospital had a waiting list of 6 months for appointments in the department he needed, so he has to travel 90 minutes each way to a different hospital for appointments, chemo, pre-op assessments, operations, etc. I know there's a new rule about suspected cancer cases being treated within 2 weeks (I may be wrong with timescales), but it doesn't mean you'll be able to go to your local hospitals. I don't know what my dad would do if he didn't drive!

DomRavioli

MrsMs wrote: »

I think it was me that said it shouldn't impact patient care, although I appreciate they are understaffed.

I've only ever attended A&E once prior to this, but one thing I noticed this time and when I've been in A&E with family/friends was that people were waiting in A&E with colds, and really minor things, when they should really see a pharmacist or their GP. I'm sure this adds to the ever increasing pressure on the NHS. A&E shouldn't be used for minor ailments. Unfortunately there are a lot of people who treat A & E as an extension of a GP surgery. My local A&E will happily turn those with very minor ailments away with advice to see the 24 hour chemist and directions to said chemist.

I love the NHS for lots of reasons. My biggest reason being that everyone has access to healthcare, including those in poverty or those that are vulnerable. But I'd love to see it managed better and better options (like choosing to pay privately instead whilst in employment, for better care as essentially you're paying for healthcare twice if you choose private care and pre-existing conditions are also exempt).

As an example, my dad has cancer. It took over 2 years to diagnose and his local hospital had a waiting list of 6 months for appointments in the department he needed, so he has to travel 90 minutes each way to a different hospital for appointments, chemo, pre-op assessments, operations, etc. I know there's a new rule about suspected cancer cases being treated within 2 weeks (I may be wrong with timescales), but it doesn't mean you'll be able to go to your local hospitals. I don't know what my dad would do if he didn't drive!

The 2 week wait is for investigations into possible cancer, not treatment, only investigations and if possible, diagnosis (it isn't always possible as some may need biopsy under anaesthesia which can take some planning, as well as needing to go to specialist centres if necessary).

There's certain sections of society who seem to waste A&E resources more than others (10 years of NHS employment in a large multisite trust, you learn a few things!). Its the same with GPs, people expect an on the day appointment for non-emergencies (people calling for an appointment for a headache who haven't even taken a paracetemol, colds and minor bruising from school). Frustrates the staff way more than the people who insist and won't get off the phone because they want an appointment for a cold.

[Deleted User]

MrsMs wrote: »

Is there no set complaints procedure that they have to follow?

Yes there are rules, and it’s advisable to follow them otherwise you are handing them an excuse on a plate to reject your complaint. They on the other hand will ignore them whenever it suits because they know that you are powerless to enforce them.

For example a set time to respond to your complaint

IIRC there are a set number of days within which they must acknowledge your complaint, but note that that’s an acknowledgement that’s all, they can take as long as they want to reply. As I said, they take 6-7 months to write each letter (excluding the endless fob-offs), but recently I had a letter from the ombudsman telling me that they will close my complaint unless I phone them within 5 days. They acknowledged I had requested written communication, but ignored it anyway.

I’ll send you a PM with something else you need to know about time limits.

I don't know anyone personally that has gone through the complaints process.

Me neither. There are a couple of others on the forum, but they’re very infrequent users. I had some quite long email exchanges from one, but I haven’t heard how she’s getting on for about a year now. The other one is my reason for warning you to apply for your records before you start, he had to abandon his complaint after blowing £9k on legal fees without ever getting access to his records. (See post 24 here)

per department? Ugh. Yes, I have attended 2 hospitals, my GP, and a 3rd hospital to have my cast changed when I was staying with my parents, physio, A&E, fracture clinic.

I was casting around for a better word than department: hospital? Establishment? Site? If A&E is part of one of the three hospitals you’ve been to, that won’t be separate, but if the physio were part of some sort of separate health centre that would, for example. I’ve had bowel surgery and heart treatment at the general hospital, so they’re both in one, but my heart treatment was split between two hospitals, so they’re separate. Ambulance is separate. £50 is the maximum they’re allowed to charge, they may charge less, it depends on how much copying there is. Mine varied from free to £50, but they come to nearly £200 in total, with ringbinders, postage, printing, and copying on top it’s pushing £3-400.

Bear in mind that you have no right to access your records, and as I mentioned above, if they abuse the rules for withholding them, the ICO will do nothing about it.

Thanks so much for your response. It gives me a lot to think about. I still really feel that it's important to make a complaint as there'd be a chance for them to improve in the future, but if it'll cost me so much time and money (to get my medical records), is it really worth it?

Definitely food for thought. Thanks so much.

I’m not trying to put you off, on the contrary, it’s disappointing that something like half of all the patients with a grievance are cowed into dropping their complaints for fear that they will be victimised for it, but you need to know what you’re letting yourself in for.

As I mentioned above, your rights aren’t really worth the paper they’re written on, but here are the NHS Constitution, and Handbook to the NHS Constitution:

https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/480482/NHS_Constitution_WEB.pdf
http://www.nhs.uk/choiceintheNHS/Rightsandpledges/NHSConstitution/Documents/2013/handbook-to-the-nhs-constitution.pdf

Here’s the PHSO:
http://www.ombudsman.org.uk/

The PHSO-The-Facts website that I linked in my previous post is a good resource though, because it gives the unvarnished facts from those who have learnt the hard way. A year ago Scotland Yard started investigating the Ombudsman on 30 counts of Misconduct in Public Office for failing to properly investigate complaints, but within 12 weeks the government announced plans to scrap the law of Misconduct.

I mentioned a SEAP guide that has subsequently been removed from their website, you’re welcome to a copy if you have an email address that I can send a pdf to.