Personal Injury Solicitor Harrow

The NHS complaints process “too difficult for patients to understand” and needs a “complete overhaul”, MPs said last night.

The select committee of ministers called for Trusts to make it easier for patients to have an independent investigation into their complaint. The number of complaints about the NHS rises year on year and topped one million last year, we many patients being forced to sue the NHS for damages. Experts believe a number of factors are to blame, including worsening care and increased demand for healthcare. The report calls for a review of the system “without delay”. The suggestion is that ministers consider whether two systems should be created - one dealing with complaints about customer care and a second examining more serious complaints about clinical issues.

The report said the role of the independent Health Service Ombudsman should also be expanded. At present, patients complain first to the NHS trust in charge of their treatment. If they are not satisfied, they can ask the Ombudsman to review the case but currently only around 3 per cent of the complaints received by the Ombudsman are accepted for formal investigation or intervention.

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