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The NHS complaints system still exposes many patients to a gruelling & unsatisfactory process, despite numerous high level calls for reforms, a new report from the Patients Association (PA) warns. A survey of more than 1,200 patients carried out by the PA found high levels of dissatisfaction with the complaints process with patients frequently encountering unhelpful & defensive staff, complicated procedures to negotiate and sometimes dishonest replies.
The findings show that some patients are so daunted by the procedures or seen as a trouble-maker by hospital staff, that they do not bring a complaint despite having grounds to do so.
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