'Silent majority' of older people do not complain about substandard care
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Version 0 of 1. Older people are reluctant to make complaints about substandard healthcare – or do not know how to go about doing so – and could be suffering in silence, according to a report by the parliamentary and health service ombudsman. It found 56% of people over 65 who had experienced a problem had not complained because they were worried about how it might impact their future treatment. Almost one in five did not know how to raise a potential complaint, while about a third felt that complaining would not make any difference. The authors of the report, published on Wednesday, were told by one carer in Manchester: “When people have a problem they don’t know where to go. They are referred to a computer which they don’t have, they are referred to a library which is too far away to get to ... [and] they wouldn’t know what to do anyway.” Related: It's time business stopped peddling lazy, damaging stereotypes of older people The research was based on a national survey of almost 700 people over 65, as well as focus groups and case studies. Julie Mellor, parliamentary and health service ombudsman, said: “Older people are some of the most frequent and vulnerable users of health and social care services but are the silent majority when it comes to complaining.” She added: “Their reluctance to complain could mean that they are suffering in silence and could lead to missed opportunities to improve the service for others.” The research is a cause for concern and it is vital every hospital patient or healthcare client feels any potential complaints will be properly addressed, according to Age UK. The charity’s director, Caroline Abrahams, said: “Patient feedback is a great barometer of the quality of care and this report suggests hospitals need to do much more to reassure older patients that they can complain if they need to, free from fear.” She added: “Seeking and responding to older people’s views and experiences is crucial if we’re to prevent future care scandals like those that have too often blighted our hospitals and care homes in recent years.” The report urged action, particularly because of Britain’s ageing population. By 2030, about one in 10 people in the UK will be 75 or over, according to the Office for National Statistics. The report recommended a more concerted approach from NHS providers, which it said need to make sure all patients are aware of how to complain and reassure them there would be no repercussions. Commissioners of healthcare should also use the ombudsman’s complaint-handling guidelines, My Expectations, as a way of measuring their own performance, the report recommended. The report also pointed out progress was being made, including steps by the government to explore options for a new streamlined public ombudsman service to handle complaints. A universal, independent complaints advocacy service that was easy to find and simple to use would improve the situation, Healthwatch England said. A spokesman said: “We know the NHS is under pressure at this time of year, it is therefore vital that if things do go wrong patients are informed how to raise concerns and how to get help to do so if they need it. “Without this support, thousands of incidents will continue to go under the radar every year and mistakes will never be learnt from.” The group said there was support available for those who feel let down by the NHS, but added: “When it comes to care homes and home care services there is little to no complaints support at all, leaving very vulnerable adults with little protection.” |