Thought it might be worth talking about complaining to the NHS in the light of my recent experience. You might have already read on a previous post I decided to submit a formal complaint to my local hospital because of excessive waiting times and poor communication.
I should mention hospitals in the UK might well have some Patient Liaison Service which can be approached, they might be able to find a solution without having to go to a formal complaint. I did try this at my local hospital and it didn’t work, hence my formal complaint. It was worth a try.
Happily, as a result of my complaint, I was quickly offered a date for my operation and the hospital have called a couple of times to discuss my complaint. It turns out my complaint was the “nicest complaint” they’ve had to deal with.
This is an outline of my complaint
1. Preamble
My complaint was to do with the Urology Department. I was submitting the complaint in a constructive way and not wanting to be vexatious (i.e. not overly critical etc).
2. Background
Just a few points about my condition, what treatment I was expecting and how long I had been waiting. I also commented on the number of times I had called the hospital in trying to move things forward and their unsatisfactory response.
I also explained the difficulties I was experiencing through the delay and the impact it was having on my daily life.
I pointed out my good general health and levels of fitness, so my condition was not self inflicted. I mentioned being teetotal, not smoking, being a healthy weight and other positive aspects of my lifestyle.
3. Complaint number one
I was specific about why I was complaining, respectfully pointing out my rights about alternative treatment options which should have been offered at 18 weeks and I was writing at the 25 week stage.
4. Complaint number two
I commented on the poor levels of communication and how things had deteriorated over the recent weeks. I mentioned feeling powerless.
5. Positive feedback
I added some positive words too. I said how I have confidence in the quality of treatment and care. I said how I had had contact with such a wide range of staff in the hospital, including staff at all levels in Urology, scans, blood tests and so on.
6. Conclusion
I listed a number of specific points where I hoped something would happen, so there was no ambiguity.
Finally I added my date of birth, hospital number and contact details.
And since my complaint….
Since my operation I have had a phone call from a manager in the hospital. She remarked on my complaint as being the nicest she’s had to deal with and how she liked it being so specific and constructive. She agreed how I was writing from the patient’s perspective and how the hospital’s actions, or lack of, had such an impact on me. She asked if I would agree to my complaint being shared with a team meeting, so they could discuss it and hopefully agree better ways of working.
So, I was very pleased with that. Not only had I been able to have my operation but I have (hopefully) been able to help them improve their administrative practice.
If you’re reading this having Googled “making a complaint to my hospital” or something similar, I hope this is helpful for you if you’re wanting to make a complaint yourself. By the way, there is some useful information on the NHS and Citizens Advice websites.
Above all, take care with the language, the tone and write in a way that will be taken seriously. Be courteous, measured and constructive, don’t just have a rant or blurt out unsubstantiated complaints, especially is it is against a named individual. Hope this helps!
Related the operation I had