Older patients failed by NHS complaints system

Citation

(2001), "Older patients failed by NHS complaints system", International Journal of Health Care Quality Assurance, Vol. 14 No. 2. https://doi.org/10.1108/ijhcqa.2001.06214bab.005

Older patients failed by NHS complaints system

Older patients failed by NHS complaints system

A report published by Age Concern in November 2000 says that the NHS complaints system is failing older people. The report, Speaking Out quotes older people in their own words on how they have battled against secrecy, intransigence, incompetence and time-wasting which can last for three years or more – and in many cases still fails to provide satisfactory answers or outcomes.

The complaints system is being reviewed with new guidelines expected early in 2001. Age Concern hopes that through this report the genuine fears and concerns of older people will be heard and will have a great influence on these proposed guidelines.

Older people identify four areas of the complaints system which must be addressed in order for the system to work. They want:

1. 1.

   to make sure what happened to them never happens to others;

2. 2.

   the system to be clearer, easier and more accessible;

3. 3.

   no fear of recriminations; and

4. 4.

   independent support.

Age Concern believes any changes to the complaints system should have three basic tenets: it should be more responsive, patient centred and, above all, independent.

Gordon Lishman, director general of Age Concern England, said:

It is clear beyond any doubt that the NHS complaints system is failing older people. We simply cannot allow a situation where older people are scared about what might happen to them if they dare to complain about poor treatment – and in some of the most distressing cases – about abuse.Above all older people, not unreasonably, want to know their experiences won't be repeated at some point down the line to another vulnerable and perhaps older person. Older people shouldn't have to spend three or four years seeking redress through this cumbersome process. At best the system is farcical, at worst it leaves people with their questions unanswered and wrestling with their anguish.

Further information: an electronic copy of the report in pdf format is available from the Age Concern Web site at www.ageconcern.org.uk (follow the "News" link to the press release about the subject).