How to help older people to complain about poor health care

A report in December 2015 by the Parliamentary and Health Service Ombudsman (PHSO) revealed that elderly people in the UK are reluctant to complain about poor health care. The survey revealed that 56% of people aged over 65 did not make a complaint about a health care problem because they were worried about how it might impact future treatment. Nearly 20% did not know how to make a complaint, and a third felt complaining would ‘make no difference’.

The report recommended a more proactive approach from NHS providers to make sure people know how to complain, whilst being reassured that there will not be any repercussions.

Clearly it is of great importance that older people and their carers have a better understanding of how to raise a complaint and who to turn to when things go wrong. Not only because it may help to right a wrong, but also so that the NHS and other care providers can learn from mistakes and improve future services.

How to complain about the NHS

Talk first/ Local resolution

If you or your older relative is unhappy with the care, treatment, or assessment provided at an NHS hospital, GP or dentist, or you have concerns about a hospital discharge, the first step is often called ‘local resolution’ and can be initiated by talking, writing or emailing the NHS Service involved. If you begin here initially, you may be able to resolve the issue without having to go through the more lengthy formal process.

Making a formal complaint

If local resolution fails to give you satisfaction, the next step is to make a formal complaint via the NHS complaints process. This provides a step-by-step description of how to make a complaint and what happens at each stage. You can make the complaint on behalf of your older relative. Complaints must be registered no more than 12 months from the date the event happened, or from the date you first became aware of it.

Help with making a complaint about health and care

Valuable assistance and support with making a complaint can be obtained from the following organisations:

• England & Wales: The NHS Complaints Advocacy Service – charity providing free and independent advice.

Local branches can be found here. Helpline: 0300 330 5454.

• Northern Ireland: The Patient and Client Council – independent council providing free advice and support via their website and helpline 0800 917 0222.

• In Scotland: Patient Advice and Support Service – provides free, independent advice to patients using NHS Scotland. Local services can be searched for here as well as via any Citizens Advice Bureau in Scotland. In addition the NHSInform website provides help to patients in Scotland, including how to give feedback or complain. Helpline 0800 224488.
• Patient Advice and Liaison Service (PALS): offers confidential advice, support and information about NHS health services. Local PALS can be searched for here, or you can ask your GP surgery, or phone NHS 111.
• Action against Medical Accidents (AvMA) : charity for patient safety and justice, providing free specialist advice and support, through its website or helpline 0845 123 2352.
• Patients Association : charity that campaigns on issues surrounding patients’ concerns and needs. Lots of information on their website or via a helpline 0845 608 4455
• The Residents and Relatives Association :charity which exists to support and campaign on behalf of older people in residential care. Contact them via their website or via their helpline 0207 359 8136.
• Citizens Advice: provides free, confidential and independent advice, including on NHS and social care complaints. Some local bureaux offer home visits and email advice. Details on how to contact them are on their website.
• Healthwatch : a campaigning charity the represents the voice of the consumer, Healthwatch has teamed with Citizens Advice to produce a series of guides and tips on how to make complaints about health and adult social care. Telephone 03000 68 3000.
• SeAp Advocacy :charity providing free, independent advocacy services. Help and resources for making complaints about health care can be found on their website.

Further tips on how to make a complaint can be found here

How to complain about private health care

If you or your elderly parent is unhappy with care or treatment received from a private health care provider, you should first contact the person or organisation that provided the service to give them the opportunity to put things right.

If the issue is not resolved to your satisfaction, you can contact the Association of Independent Healthcare Organisations (AIHO). Full contact details are on the website, or you can call 020 3713 1740.

How to complain about care homes and social care services

Council-funded care

If your elderly relative receives Council-funded care and is unhappy about any aspect of the service, then complaints can be made to the Adult Social Services department of their local council. If the outcome is not satisfactory, then complaints can be directed to the Local Government Ombudsman (LGO). The telephone contact number is 0300 061 0614.

Self-funded care

If your older relative is a self-funder, the first port of call if there are issues with the care delivery is the care provider itself. Talk to them about your concerns. You  may well be able to resolve the issue. If the local authority helped to arrange the care package, you can also contact the local council to complain.

If this initial complaint is not dealt with to your satisfaction, then complaints can be made to the Local Government Ombudsman.

Help and support with making the complaint can also be found by contacting the previously listed organisations.

Taking it further – Parliamentary and Health Service Ombudsman

If you or your elderly relative is not satisfied with the outcome of a complaint made to the NHS, or have not received a decision within six months, then you can make a complaint to the Parliamentary and Health Service Ombudsman via their website or by calling the helpline on 0345 015 4033. The complaints service is free.

If your elderly parent lives in Scotland, complaints can be made to the Scottish Public Services Ombudsman (SPSO).

How to use your complaint to campaigns for change in healthcare

• The PHSO has a Complain for Change website with useful tips on how to put a complaint together.
• Consumer organisation Which? runs a campaign called Make complaints count, with the aim of calling on government to better look after all public services users.
• The independent regulator of health and social care – the Care Quality Commission (CQC) – encourages feedback on experiences of poor care. The CQC has legal powers to make organisations improve standards. The CQC can be contacted via the website, by calling 03000 61 61 61, emailing [email protected], or using their online form