Who to complain to and how

[Geronimo1]

I have been referred to a specialist three times over the past year by my GP and on each occasion, I have been fobbed off one way or another.

 

The first time, I was told that I could not be treated.

 

The second time, the consultant told me that there was going to be a follow up but when I queried why this had not happened about six weeks later, I discovered that they no longer worked in the department.

 

The last time, I turned up for an appointment and the consultant was busy in a meeting and I was not seen.

 

I wrote a letter to my GP expressing my exasperation in trying to get treatment. They were almost as annoyed as me and advised me to write to the consultant which I did.

 

I wrote in my letter what had happened over the last year and that what had happened with their appointment was the last straw. I had expected, at the very least, that another appointment would have be made as a matter of urgency but three weeks later I have had no reply.

 

My GP advised me to complain to the ombudsman but things seem to have been brought under one service now and I don't see any reference to the NHS on the ombudsman website.

 

Also, I have discovered that at least one other person has had a very similar experience. I don't know them - they are a friend of a friend and, as far as I know, are pretty vulnerable and probably not able to complain themselves. . Ought I try to make contact with them and complain jointly?

[nolegion]

The NHS complaints procedure, is, I very much regret to say, a grossly dilatory and grossly insulting obstruction to redress for the individual and to better care for us all.

 

1.Complain in writing (recorded delivery) to: "The Chief Executive" of the hospital concerned .

 

2. When that has been ignored\\fobbed off, write (recorded delivery) to:-

 

http://www.ombudsman.org.uk/make-a-complaint/contact-us

 

The Ombudsman will take six moths to say that the complaint doesn't 'fall within their rules' because the hospital could have done more to resolve the complaint.

 

The hospital won't respond until you write to them again.

 

Repeat 1 & 2, if you have the patience and breath lef tto fight.

 

Repeat 1 & 2 etc.

 

Once it is a 'formal complaint' your GP will be worse than a waste of space (can't get involved' -'all too difficult'.).

 

When you have won, if you are still with us, tell us how you did it. It is that bad, but if you possibly can don't let 'em grind you down and please come back and say how you have prevailed.

 

Best, if weary, wishes to you.

Edited May 14, 2013 by nolegion

[Sali]

I second Nolegion's advice. I know it sounds a daunting prospect and you may at times feel like pulling your hair out in frustration - but it is the only way. However, you cannot make a joint complaint. You could help your friend by writing a separate letter of complaint for them to sign and send. Best not refer to each others cases.

 

Your GP sounds particularly unhelpful. They should be chasing up the hospital/consultant. I've just been listening to the radio and a member of the Royal College of GPs stated she was sick of hearing her members constantly denigrated when they are working harder then ever. They are also working less hours and getting paid more thanks to the previous government's renegotiation of their contracts.

 

When I hear cases like this where the GP seems so disinterested and uncaring I would say they deserve all the criticism they get.