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What?
If you ever find yourself unsatisfied with any facet of the NHS care, treatment, or service, it’s your legal right to raise a complaint. The NHS not only allows for this but encourages feedback to enhance its services. While negative feedback is crucial for improvement, positive feedback also plays an essential role in recognising and maintaining high-quality care. To make the complaints process more accessible and transparent, the NHS has designed a step-by-step guide.
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Why?
The NHS, as one of the world’s most extensive public health systems, serves millions. With such a vast number of interactions daily, occasional hiccups or misunderstandings are inevitable. Recognising this, the NHS Constitution enshrines the right of every patient to voice their concerns. By doing so, they ensure that the system remains accountable, transparent, and continually evolving to cater to patients’ needs.In the past, patients may have felt that their individual voices didn’t matter or were hesitant to raise concerns due to fear of retaliation or lack of clarity on the procedure. Now, the NHS actively urges patients to communicate their experiences. The shift is clear: patients’ voices are not only heard but actively sought to ensure a patient-centred healthcare environment.—
How does it affect you?
Understanding how to navigate the complaints system can empower patients to advocate for their rights and get the best possible care. If you’re contemplating a complaint, start by speaking directly to the staff involved in your care. Often, issues can be swiftly resolved at this initial stage. However, if you’d prefer a neutral party’s perspective, the Patient Advice and Liaison Service (PALS) is available in most hospitals. PALS aim to address your concerns informally before a formal complaint becomes necessary.For those unsure about the process, NHS complaints advocates can provide guidance, from drafting complaint letters to accompanying patients in meetings. This support is invaluable for those unfamiliar with the system. To find such an advocate, a quick online search for ‘NHS complaints advocacy’ in your region will yield results.But where should the complaint be directed? If it involves multiple NHS services, you only need to contact one of them. That organization will coordinate with the others to provide a unified response. For primary services like GPs or dentists, approach your local integrated care board (ICB). For more specific concerns, such as healthcare in prisons or specialised services, NHS England is your go-to. If the complaint pertains to public health services, your local council should be contacted.Furthermore, if your complaint revolves around a child’s care, communication with the care team can often address your concerns. Some hospitals even have family liaison nurses to bridge the gap between medical teams and families.If, after all efforts, the resolution isn’t satisfactory, the Parliamentary and Health Service Ombudsman can be approached for a final review.
Making Healthcare Efficient for You:
To navigate the NHS effectively, remember these key points:1. Direct Communication: Start by speaking with the care provider. Often, concerns can be resolved at this stage.2. PALS: For more impartial advice, consult the Patient Advice and Liaison Service.3. Know where to go: Depending on your issue, approach the correct body – local ICB, NHS England, or local council.4. Seek Advocacy: If the process seems overwhelming, NHS complaints advocates are there to guide you.By knowing these avenues, patients can ensure they receive the quality of care they deserve, contributing to a more responsive and efficient NHS for all.—Remember, your voice matters. Whether it’s to laud exemplary service or raise concerns about lapses, the NHS is listening. The system is designed for patients, and with active participation, it can only get better.
Always, best wishes from myHSN!
