WGPlus (Archive)

Would they want their family members treated like this?

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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