18.10.11
GPs criticised for complaint handling
Some GPs are striking patients off practice lists without good cause or adequate warning, according to a report from the Health Service Ombudsman.
In 2010/2011 the Ombudsman handled more than 15,000 complaints, but two thirds of these went back to their local area for adjudication, because they had not completed the NHS complaints procedure properly.
More than 500 complaints related to patients being struck off GPs’ lists.
A Department of Health spokesman said in response to the report: “If any patient feels that they have been removed unreasonably or without warning then they can raise this with their local Primary Care Trust.”
Jo Webber, NHS Confederation deputy director of policy, said: “We accept that more can be done to improve complaints handling for NHS patients and their families.
“It is absolutely essential NHS organisations and individual staff make every effort to learn from when things go wrong and for NHS trusts deal with patients’ concerns promptly, effectively and appropriately. This is an important part of offering high quality, compassionate safe healthcare.
“We are missing opportunities to resolve things at an early stage. It also suggests that a lot of effort could be saved if we did more to communicate how people can raise their concerns.”
She said the vast majority of complaints could be resolved before going to a full investigation as an apology or explanation was all that was needed: “It is striking that often what people most want is an apology or an explanation of what went wrong. We all know that things can go wrong in healthcare but where that happens people are entitled to be dealt with in a straightforward and respectful fashion.
“A high number of complaints for one organisation does not necessarily equate to poor care. In fact, it may indicate the organisation has an open and accountable approach to handling complaints that actively encourages patients and their families to raise issues when they feel the right care has not been provided.”
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