No-blame game

DAME Julie Mellor (Mail) must be aware that the NHS complaints process makes it difficult for any patient to make a complaint, whatever their age. The complaint must first be made to the provider: in my case it was about a consultant surgeon.

The hospital concerned investigated and, of course, found both itself and the surgeon not to be at fault. I received a patronising, dismissive response. Copies of notes I’d requested were not provided and facts in the response were incorrect.

I didn’t give up and questioned the response but received no reply or acknowledgement.

I then complained to the Ombudsman but, as the hospital hadn’t replied to my letter, he was unable to investigate my complaint. He did, however, keep pushing the hospital to respond to me and I finally received a reply four months after I’d written.

I still feel the hospital didn’t act properly in my treatment, so I have pursued t he matter with t he Ombudsman and await the outcome.

The complaints process seems to have been constructed in such a way as to deter anyone except the most determined. It certainly isn’t for the faint-hearted.

There is an NHS constitution setting out patients’ responsibilities and r i ghts, but when I asked t he Department of Health who ensures that NHS providers adhere to the constitution, I was told there is no regulatory authority. It’s all just fine-sounding words.

Name and address supplied.