New NHS complaints service launched by the Citizens Advice Bureau
A new NHS complaints service is being launched by the Citizens Advice Bureau (CAB) and will be rolled out across Scotland ahead of a national roll-out of the service. The confidential scheme helps patients take forward grievances about the NHS.
CAB said the fear of being struck off a surgery's patient list can often deter rural residents from filing a grievance through the NHS complaints system.
The scheme, which will be rolled out nationally next week, was welcomed by the Scottish Public Services Ombudsman.
John Montgomery, who manages the service in four CAB offices in the Borders, said the service was currently dealing with eight cases.
Patients can highlight problems with any aspect of the health service, including dentists, GPs, hospitals, NHS24 and the Ambulance Service.
'Cause problems'
Mr Montgomery told the BBC Scotland news website: "There is a perception, particularly in rural areas, that complaining about services like local GPs could jeopardise access to the local doctor in the future.
"Many people have to complain in the first instance directly to the surgery and it could be the GP's wife who is the surgery manager.
"So that can create a perception that complaining may cause problems for the patient.
"We can advice patients of their rights, write letters on their behalf and liaise with the NHS."
Previously, patients were guided through the NHS complaints process by Health Councils, but they were abolished in 2005. At the time, the Scottish Public Services Ombudsman (SPSO), said that this gap in support was "a cause for concern".
The CAB scheme is the first complaints advice service for patients since 2005.
The SPSO said that intense support was needed for anyone making a complaint about treatment they receive.
From:
http://news.bbc.co.uk/1/hi/scotland/south_of_scotland/6981684.stm
CAB said the fear of being struck off a surgery's patient list can often deter rural residents from filing a grievance through the NHS complaints system.
The scheme, which will be rolled out nationally next week, was welcomed by the Scottish Public Services Ombudsman.
John Montgomery, who manages the service in four CAB offices in the Borders, said the service was currently dealing with eight cases.
Patients can highlight problems with any aspect of the health service, including dentists, GPs, hospitals, NHS24 and the Ambulance Service.
'Cause problems'
Mr Montgomery told the BBC Scotland news website: "There is a perception, particularly in rural areas, that complaining about services like local GPs could jeopardise access to the local doctor in the future.
"Many people have to complain in the first instance directly to the surgery and it could be the GP's wife who is the surgery manager.
"So that can create a perception that complaining may cause problems for the patient.
"We can advice patients of their rights, write letters on their behalf and liaise with the NHS."
Previously, patients were guided through the NHS complaints process by Health Councils, but they were abolished in 2005. At the time, the Scottish Public Services Ombudsman (SPSO), said that this gap in support was "a cause for concern".
The CAB scheme is the first complaints advice service for patients since 2005.
The SPSO said that intense support was needed for anyone making a complaint about treatment they receive.
From:
http://news.bbc.co.uk/1/hi/scotland/south_of_scotland/6981684.stm
Labels: CAB, NHS complaints
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