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Centre for Policy on Ageing | |
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The NHS complaints procedure
— Dignity on the Ward campaign | | Corporate Author | Help the Aged |
| Publisher | Help the Aged, London, 1999 |
| Pages | 12 pp (Dignity on the ward campaign) |
| Source | Help the Aged, St James's Walk, Clerkenwell Green, London EC1R 0BE. |
| Keywords | Complaints [services] ; National Health Service ; Hospital services ; Patients ; Quality of life ; Management [care] ; Help the Aged. |
| Annotation | Following media reports about the poor care of some older people in hospital, Help the Aged's response has been to set up the "Dignity on the Ward" campaign to improve their quality of life. This report examines the NHS complaints procedure, and suggests that at present it is not meeting the needs of older people, who remain reluctant to complain. A number of recommendations are made, including: the procedure must be made more accessible to older people; systems should be put in place to fast-track urgent problems, such as neglect; front-line staff should receive training in receiving and responding to oral complaints; the complaints system should be supplemented by a system to take comments and suggestions from patients and their relatives. (AKM). |
| Accession Number | CPA-991004209 P |
| Classmark | QLV: L4: LD: LF: F:59: QA: PYH |
Data © Centre for Policy on Ageing |
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| ...from the Ageinfo database published by Centre for Policy on Ageing. |
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