| For those patients dissatisfied with NHS | | | | consultant or nurse. This gives the opportunity to |
| treatment, there is a right to make a complaint | | | | have a more detailed explanation of medical |
| using the NHS complaints procedure. The | | | | treatment than might have been possible at an |
| procedure changed from 1st April 2009. | | | | outpatient's appointment and patients can make |
| The new procedure in designed to be more | | | | suggestions for improvements to the service. |
| flexible, stream-lined and user friendly, with the | | | | Often the meeting is recorded and the patient will |
| emphasis on helping organisations to learn and | | | | receive a copy of the recording. |
| improve from complaints so hopefully the same | | | | A written report explaining how the complaint has |
| error will not happen to another patient. | | | | been considered, the conclusions reached and |
| The new approach is to discuss the way the | | | | details of action taken to make improvements in |
| complaint will be handled and confirm when the | | | | the future should be provided within 6 months. If |
| hospital's investigation will be completed. This | | | | the matter is not resolved locally it can be |
| should be good news for patients, giving them | | | | referred to the Health Service Ombudsman. |
| more power to take control of the process and | | | | Previously the Healthcare Commission had to be |
| to have input into how their concerns are | | | | involved before the patient could go to the |
| investigated. It should also have an impact on | | | | Ombudsman but this step has now been |
| improving hospital services. | | | | removed. The time limit for making a complaint |
| It is common now for the patient to be invited to | | | | has now been extended to 12 months from the |
| discuss the issues at a round table meeting with a | | | | date of the substandard care, although this can be |
| member of the clinical staff such as the doctor, | | | | longer in certain circumstances. |