Legal News
Patients who complain fear victimisation by medical staff (4 November 2014)
Date: 04/11/2014
The Patients’ Association says that NHS patients making complaints about poor service or GP negligence are made to feel frightened and victimised by NHS staff as a result.
The Daily Mail reports many patients who lodge complaints about NHS treatment face hostile NHS staff after complaining.
The Patients Association says that 50% of complaints about the NHS are “not handled well”. Figures show that more than 3,300 complaints are made every week about GPs and NHS hospitals.
Over the last year, there has been a 5% increase in NHS complaints, as patients become more confident about complaining about poor NHS treatment.
NHS staff, however, often deny wrongdoing – and patients who complain feel that NHS staff become spiteful towards them if they complain.
The Patients Association questioned 1,200 patients who had made a complaint about NHS care. Around half were scared that staff in the NHS would treat them or their relatives badly as a result of their complaint – and one-quarter said that NHS staff were defensive or unhelpful after they complained.
Chief executive of the Patients Association Katherine Murphy said:
“‘Patients continue to face huge barriers when complaining – there is little evidence of the promised total culture shift in the NHS.
“Much more needs to be done to ensure patients, relatives and carers feel confident, supported and their concerns welcomed.”
The Patients Association is calling on the NHS to introduce a set of rules to make it easier for patients to complain and ensure complaints about NHS care and GPs are handled properly.
The General Medical Council is also calling on NHS staff to own up to mistakes and apologise.
A third of NHS patients who complain say they are “very dissatisfied” with the outcome.
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