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Poor NHS staff attitude and behaviour highlighted in hospital complaints

Published on 08/11/2011

A Good Health Investigation has highlighted the large number of complaints made about NHS staff attitude and behaviour in 2010. We compare the hospitals with the worst record with nearby private hospitals, to show how private medical insurance could help your own quality of care.

Using a Freedom of Information Request, a leading newspaper obtained the data to provide an insight into patient care in Britain. Of all the complaints about staff attitude and behaviour in 2010, 49 per cent of complaints were about doctors, 29 per cent were about nurses, and 6 per cent about administration staff.

Katherine Murphy, chief executive of the Patients’ Association, says: ‘Surveys suggest more than a third of people who want to make a complaint don’t do so.

'And we think many more people believe they have made a complaint by raising things they are unhappy with when, in fact, it has not been officially recorded.’

Complaints showed a lack of basic care and sympathy across a wide range of staff. Many hospitals provided details of each complaint, which include a patient who was told to ‘shut up’ by night staff and a member of staff who laughed when a patient called out in pain.

Figures from the General Medical Council (GMC) reveal complaints against doctors have soared by 40 per cent in the past 3 years, more than half regarding verbal abuse or rudeness.

The NHS hospital with the most complaints was the Leicester Royal Infirmary, with 275. The University College Hospital in London, a hospital of a comparable size, received just 56.

The Leicester Royal Infirmary is situated in Leicester, just five miles away from the Spire Hospital Leicester. This private hospital has 54 single private rooms, all with ensuite facilities, a television and a telephone. 93% of Spire Leicester's patients would recommend the hospital to others.

With 205 complaints, the NHS Ipswich Hospital had the second highest number of complaints. 5 miles from the Ipswich Hospital lies the Nuffield Health Ipswich Hospital, a private hospital. Situated in 20 acres of woodland just outside of Ipswich city centre, Nuffield Health Ipswich has 46 private ensuite bedrooms and 17 consulting rooms.

Private health insurance will ensure you quality of care if you ever get ill, and it doesn’t have to be expensive. Use our free searchable hospital database to find a private hospital near you, or compare health insurance policies online now to see if you could gain peace of mind about your future health.

© ActiveQuote Ltd. 2011

Categories:  NHS and Hospitals
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