Which?: New system is overdue
Monday, 11 Feb 2008 12:02
Improvements to the way patients can complain about their health or social care are "long overdue", according to Which?
The consumer watchdog has welcomed a new complaints procedure, which is being trialled in areas throughout the country before being rolled-out nationally in April 2009.
The government claims the new system is more user-friendly and should help organisations to effectively deal with concerns.
"We hope that the proposals really will result in a better deal for patients who embark on the process of making a complaint about their care or treatment," said Which? health campaigner Frances Blunden.
She said research by Which? has shown "many consumers" are not making complaints when they had cause to as the process was "simply too complicated".
"In a patient-centred NHS, good complaint handling is vital, not least as a way of learning and improving services for the future," Ms Blunden said.
"If these plans are to make a real difference, and lead to improvements in NHS care, they have to be adequately resourced and supported.
"Getting the complaints system right is just one element of wider improvements that are needed to make it easier for patients to give feedback on their experiences."