Navigating the NHS complaints system can be daunting for patients. When I found myself needing to file serious complaints against a Doctor, and felt I was not being listened to/stonewalled and ignored, I became increasingly frustrated.  The surgery (1 member in particular) didn't make me feel I could turn to them for any support, creating increasing isolation, worrying concern and tension.

 

I suffered in silence for a while but it need not have been that way.

I learned through Google that Advocacy Services could have provided invaluable guidance, support and assistance throughout the process, but it was unbeknownst to me at the time nor offered directly by the surgery. 

Advocacy Services to help patients voice their grievances effectively and ensure their complaints are heard. However, many patients, like myself, were not aware of this crucial resource.

An Advocate can:

• Provide information about how to complain including who to complain to;
• Explain the complaints process and your options at each stage;
• Help you to write letters;
• Help you to prepare for complaint meetings and attend with you;
• Help you to refer your complaint to the Parliamentary Health Service Ombudsman if you are not happy with the response you receive from the NHS service;
• Be of enormous psychological/emotional support simply just by being there for you - someone to listen/validate you;
• Signpost you to other organisations which can help you if they can’t - this is crucial depending on the nature abd severity of your complaint(s)

According to the Parliamentary and Health Service Ombudsman (PHSO), tens of thousands of complaints are filed each year, yet only a fraction of these patients utilize Advocacy Services because they are simply uninformed about their availability.  There is always the option of legal action, should it come to it, but an advocate is crucial during the complaints process.

By increasing awareness of Advocacy Services during complaints, we can empower patients, safeguard their rights, and improve the quality of care across the NHS.  It is imperative that the NHS implements measures to inform patients about these services at every stage of their healthcare journey, especially during complaint procedures.

A few actionable solutions could include;

• On receipt of the first written formal complaint response from the GP Surgery, the Surgery should make it clear in writing to you, that you can use the services of Advocates - it isn't sufficient to just state this on a GP website in wording - some people may not have access to the internet so would never see this; maybe they have difficulty navigating their way around GP websites etc;
• Widespread informational campaigns, prominently displayed notices in surgeries; on noticeboards within the surgery; on tables in waiting areas; hospitals and clinics;
• Information could be included in all patient discharge documents;
• Training programs for NHS staff to guide patients towards these Advocacy services.

Making this information accessible and visible will not only enhance patient experience but also lead to more constructive feedback, ultimately improving our healthcare system.  It also acts as a deterrant against wrong-doing by perpretators.

I urge the NHS to ensure that every Patient is fully informed about Advocacy Services when they face the daunting process of complaining against a Doctor/their care.  This small change could be a pivotal step in enhancing transparency, accountability and trust between patients and healthcare providers.

You have more power than you think - Google 'NHS Advocates'; contact Citizens Advice; find your local independent advocates in your local area; not just the main ones listed below.  Also contact Healthwatch or your local Council for signposting.  Your experience; and sharing it with a trusted professional can help advocate your case; navigate the complaints procedures; inform and educate the advocates in areas which need awareness or issues raised within care in your local area and nationally within the NHS; campaign for systematic changes and can help make appropriate referrals.

Key Advocate Organisations:

• PohWER
• VoiceAbility
• The Advocacy People

You can be heard, empowered and safeguard other patients simply by speaking up.  You are not alone - you matter!

I would also ask for an independent, third-party patient Advocacy and Emergency oversight board that can respond immediately when patients or families report serious concerns about their care within GP surgeries.

Please join me in calling upon NHS decision-makers to address this oversight and commit to a more patient-centric approach. Sign and share this petition to help ensure every patient is equipped with the knowledge to advocate for their care and for others.