8/11/2019 Public Service Complaints-Which Complaints Campaign

http://slidepdf.com/reader/full/public-service-complaints-which-complaints-campaign 1/1

:-iii

ri+

Apologyalterfnlelrear

It

ook

five

years

or Len o

get

an

apology or he

poor

carehiswife received s an

NHS-funded

atient

n a

nursing

ome.

By

hat stage t was

too

late

as she had been

evicted rom

he home,

because f the

complaints

that

Len had

made.

Len'swife

can'tspeak

for herself

ftera

brain

operation,

o

t

was Len

who complained

hen he

home aile d o followher

agreed

ursing

eeds.

However,t

hen

gnored

hiscomplaints.

Lensaidhe was'passed

from

pillar

o

post'.

From

the

nursing

ome, is

complaints ere

passed

to the regulator

which

doesn't

dealwith

ndividual

complaints),

o

the NHS

and social

ervices.

Gettingno help he went

higher to hisMB

he

social areombudsmen

who

passed

him o

the

health mbudsman,

nd

then

-

full

circle back o

the NHS.

The ive-yearwait or

an apology rom

he

NHS nclu ded wo

years

reviewing ll he records.

Lensaid:

More

than

what happened, t's

he

way hat hosewho

were

responsible

or care

of the

vulnerablehoughtmore

of

protecting

achother

than he

patient.'

Len,whosewife s

now

settled

n

a new home,

said:

When

I made

he

complaint...l anted

hem

to abideby

he care

plan

for what care

shouldbe

given.

t'sall 've

wantedal l

along. t's

he careof

my

wife wanted

correcting.'

He said:

The

overall

picture

[in

he

complaints

systems]s

one of total

confusion. here

s a

culture

f making hings

last s ong

as

possible

but do not

give

up.'

'It'sthewaythose responsible

for

care of

the nrlnerable

thought

more of

protecting

each

oilrer than the

patient.'

EXPERTVIEW

HOWWEWANT

THINGS

O

IMPROVE

Darren

hirley,Which?

campaigns anager

@.ffiiff'.

e've ed nto

hree

Parliamentary

elect

Committeenquiriessinghe

insighthat

ougave

s.

As

a result,hePublic

Administration

elect

Committee

as greed

here

needs

o be

a

reform

o he

ombudsman

ystem.

And t

sn't

ust

parliament

thathas eard

our

tories.

Wehave

lso akenhe

campaign

nd

our

ovnor ionrp< in tho

government,

eeting

the

Cabinet ffice nd

Depariment

f Health.

Next, ewill

getyour

evidence

n

ront

fthe

relevant

inister,

GETINVOTVED

Jointhecamlnign

It like

us,you

hinkthe

system

has etdown

Jackie, ucy,Denise,

Brenda

andothers ike

them,

oin

ourcampaign.

Signourpetitionat

which.co.uk/sign.

We'llbeasking

suppofterstokeep

the

pressureongovernment

and he ombudsman

o

make

change

happen.

HOTIDAYHASSLES

It-ffl

Our StopThe Holiday

]dfgl

Hasslescampaign ims

l.ElArl

to help

you

ackle

your

holiday

roblems

f hings

o

wrong.We

ry and solvesomeof

the

most

common ssues nd

give

tips on

how

o make

your

holiday

hassle-free.

OUPDATE

More

han

1O,OOO

f

you

have

joined

he campaign nd we're

tackling ourgripessuchas

luggage rolleys

and assurances

from Eurostar

when

its

service

experienced

problems.

We'restill

keen o

hear

your

experiencesat

which.co.uk/holidayhassle.

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  SE

TheUnlockBetier

GGf17I

FlCfl

Mobrre ears

campargn

SFL calls or

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you

when

your

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detailsof he best

available

eals or

you.

As

part

of

thatal lhandsets

hould e

unlocked or ree.

OUPDATE

EE s rumoured

o be considering

changing

how

t unlocks

phones.

lf rue, twilljoin

Threeand

Giffgaff n selling

unlocked

handsets.More

han 3O,OOO

supporters re keeping he

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on EEand other mobile

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o deliver.See which.

co.uklunlockmobiles.

which,co.uk

SEPTEMBER2Ol4

HICH? 3