Complaints

Question 1

What is a complaint?

Answer 1

An expression of dissatisfaction that requires a response

Question 2

What types of things are usually complained about?

Answer 2

Alleged poor treatment
Alleged poor performance
Rudeness
Not listening
Failure to comply with job plans
Health Problems
Fraud
Criminal Offences
Everything you can think of!

Question 3

What legislation is used throughout the UK that is explicitly related to how complaints are to be dealt with?

Answer 3

Patients Rights Act

Question 4

What are patients rights under the law in regards to complaints?

Answer 4

• To have complaints made about NHS services dealt with efficiently and to have it properly investigated.
• To know the outcome of any investigation into their complaint.
• To take their complaint to the independent Health Service Ombudsman if they are not satisfied with the way their complaint has been dealt with by the NHS.
• To make a claim for judicial review if they think they have been directly affected by an unlawful act or decision of an NHS body or individual
• The right to compensation when they have been harmed by negligent treatment