Half of NHS users fail to complain about problems

Published on Tuesday 28 July 2009 19:49

CHANGES to the health service complaints system have been called for after a report showed about half of all people who had problems with the NHS did nothing about it.

The report, commissioned by the Scottish Government and published by the Scottish Health Council, said just 18 per cent of people who said they had had a problem with the NHS made a complaint. A survey found 53 per cent took no action, with the most common reason given being that a complaint "would not make any difference".

A further 27 per cent said they had expressed concerns or had given feedback to staff, and 3 per cent said they could not remember what action they had taken.

The Scottish Health Council was set up to help increase people's involvement in health service decisions – its Making It Better report said changes are needed to improve the NHS's complaints procedure.

That call was echoed by Labour's health spokeswoman, Cathy Jamieson, who said a "root-and-branch reform" of procedures was required.

About four million people were seen by hospital staff, GPs, dentists, or other NHS health workers last year. The report said problems with the NHS were "relatively rare" – the survey found 69 per cent of people questioned had never had a problem.

However, it added that, when problems arose, people were often reluctant to complain.

"People perceive many disincentives to complain even when things have gone quite seriously wrong for them in their contact with the NHS in Scotland," the report said. "They are not confident any feedback they do give will make a difference.

"Additionally, people are concerned that if they do complain this will have repercussions."

A spokeswoman for the Scottish Government said: "We are considering (the report's] recommendations and how best to implement them."