NHS Complaint or Alternatives (Very Unhappy With Consultant)

[Psamathe]

Has anybody ever made a complaint about a consultant's treatment (or lack of treatment)? I'm very uncertain as to my best way forward, don't appreciate the impact of different options and need to make sure whatever I do is to get my health sorted (rather than vent any anger with a consultant).

I've been living through hell for months now and 8 months after GP referral (only a scan and consultant "forgot" to make a referral for crucial tests). Yesterday I had my consultation and it was a complete waste of time. He was not interested in hearing my symptoms (new and changed from original referral time), made no diagnosis, no timescales and his only plan is to make a referral for treatment which will not even try to address many of my symptoms (and I've been doing anyway for months).

He failed to request tests to provide a proper diagnosis or eliminate treatable major conditions instead commenting "you've probably had a virus" (despite those "viral" symptoms getting worse and worse).

I'm wondering, do I:

• Make a formal complaint about my treatment

• First request a 2nd opinion. The difficulty with a 2nd opinion is that the consultant is senior in both hospitals in my range so the 2nd opinion would undoubtably be from a consultant below him in the same department (people he spends his coffee breaks with, has case reviews with, etc.) - so I'm wondering if a 2nd opinion would be a waste of time.

• Or do I write to the consultant, explaining my unhappiness and requesting a further consultation or discussion.

• Or do I endure, go through the motions of the path this consultant wants (kicking everything into the longs grass), wait for my next consultation and then tell him how I feel.

• Or any other options to consider?

Is making a complaint a waste of time or does it end any cooperation from the NHS who would then be providing my much needed treatment? Should I discuss with my GP first (check what he thinks and alternative routes forward) or is my GP's opinion irrelevant to things?

But reality is I have so low regard for the consultant, so little trust in his abilities that if he prescribed any invasive or pharmaceutical treatments then I'd likely not accept them purely on mistrust.

Note: This related to my local NHS consultant NOT any private consultants I am also receiving excellent care and treatment from (the private involvement is how I am very confident about crucial tests the NHS guy has not carried out).

Many thanks
Ian

[Syd]

I’d suggest you speak with the PALS team (Patient Advice and Liaison Service) at the hospital concerned, in the first instance, and take it from there.

[PH]

My sympathies, I haven't been in that situation, it must be infuriating.
My first call would probably be back to the referring GP, it just seems logical that if you're not happy with the service they've sent you to, they have some responsibility for it.
Good luck

[Tangled Metal]

You mean you actually got a referral from your GP?! I consider that a success story. I gave up on that and tried to sort myself out.

Seriously though, there will be mechanisms in place and websites advising on how. Also I bet there's a charity or patient's lobby group that can help. Good luck in whatever you decide to do.

[Psamathe]

I’d suggest you speak with the PALS team (Patient Advice and Liaison Service) at the hospital concerned, in the first instance, and take it from there.

Many thanks. I spoke to them about a month ago after I've been waiting months (7+ months) since my referral and they were helpful but I didn't ask them to act as I didn't want to be a nuisance in a pandemic. Also, they can only act within their hospital and the department is basically just this consultant (plus support nurse, secretary, etc.) so they'd in effect be complaining directly to the consultant.

But they were very helpful last time (which was all anonymous) so certainly worth talking to before taking any irrevocable action.

Thanks
Ian

[Psamathe]

My sympathies, I haven't been in that situation, it must be infuriating.
My first call would probably be back to the referring GP, it just seems logical that if you're not happy with the service they've sent you to, they have some responsibility for it.
Good luck

GP has been concerned. Whilst waiting for this department (the 8 months) GP has been making urgent referrals to neurology to see if they can help (and I've had those appointments but it's not really neurological/their area but all the GP could do).

Only consideration with GP is that they seem under time pressure and are not good at calling back for issues not "same day" on their triage list.

But, in addition to NHS complaint I've now appreciated that anything NHS (complaint, 2nd opinion, etc.) will be slow so I'm also pursuing the underlying cause through private means (I have to prioritise my recovery) and now have a private telephone consultation in 10 days which may result in a letter with instructions to the GP so maybe best to hold back contacting GP until after any such letter so that can be raised at same time (plus "look, I'm having to do all this myself, paying for it myself ...").

Thanks
Ian

[thirdcrank]

I've no experience of complaining about something like this, but I think the universal advice is to be completely clear what you want to achieve, bearing in mind that it may be impossible. Of course, one goal may trigger other results but that's a side issue.

[Psamathe]

I've no experience of complaining about something like this, but I think the universal advice is to be completely clear what you want to achieve, bearing in mind that it may be impossible. Of course, one goal may trigger other results but that's a side issue.

It's an aspect that made me think of posting here to consider options. I'm desperately disappointed after waiting 8 months for a complete waste of time and as you say I do need to focus on the priority of getting treatment rather than venting frustration through complaints against the consultant.

Because of the impact of my condition (balance and sinus) I've not been waiting around for what what has become daft delays (GP's language) so have been pursuing aspects privately and the private side consultant/physiotherapists are 110% (or higher) excellent but expensive and geographically remote plus they are specialists and only looking at one aspect of my issues. It's through that private route that I'm so aware of the horrendous shortcomings of the NHS tests and omissions.

I had hoped the NHS would look into the aspects not covered by the private specialty plus in effect take over the private aspects. But after yesterday I now think I have no choice other than find the money to continue privately. I'm so disillusioned with the NHS that I can't think of a way to get confidence in them back.

Thanks
Ian

[Psamathe]

One aspect that has really shocked me is how throughout my life I've been a staunch defender of the NHS. When anybody even started "but they have lots of inefficiencies ..." I'd leap in to their defence. But it was never from experience as I never really needed them. But now when I desperately need them I find they are a complete waste of time, worse than waste of time. I recognise that this view is from very limited experience and it is quite unreasonable to view an entire massive organisation based on the performance of a couple of individuals - but it's the switch from staunch defender to real world experience that is such a shock for me.

Ian

[gbnz]

Depending on your NHS Trust, a complaints process will be outlined somewhere (Nb. Or speak to the PALS or some other external team).

I had to initiate actions due to malpractice in 2018/2019 and it became clear whilst reasearching the case that it constituted Gross Malpractice. I won'tgo into detail, other than to say that the fools included a NHS Manager & Dr who'd emailed each other with their "cunning plan", which included knowlingly submitting false information. It was similar to reading some incredible case from the 70's or Soviet Union.

Perhaps they should have reviewed the employment background of the individual they were trying to shaft

[Jdsk]

Ian: Private Message sent.

Jonathan

[axel_knutt]

Welcome to my world.

The first thing you need to do above all else is stop listening to advice from people who’ve never made a complaint, and don’t know what they’re talking about.

You asked what to do: complain, or go along with their game playing. Well take your pick, heads you lose, tails they win.

I have six years of first hand experience of how the complaint system operates, including the traps that have been set up for you, which sources of information can be trusted, which ones can’t, and many contacts in the same boat, but I'm not inclined to waste hours typing it all on here if it's just going to be deleted by the mods.

The NHS are wonderful when they’re wonderful, but cross them, and they’ll do whatever it takes to systematically destroy you.

You’ll learn. The hard way.
And the more you’ve been taken in by all the doorstep clapping, the harder it will be.

They will win.

[mjr]

Welcome to my world.

The first thing you need to do above all else is stop listening to advice from people who’ve never made a complaint, and don’t know what they’re talking about.

Maybe I missed it, but what do you suggest doing? Not "hours typing it all out" but just the next step or two.

I have made complaints, but against GPs, never a hospital consultant and there's more choice of GPs in most places. My first move would be to contact PALS, as already suggested. If it goes wrong and you have to go to a faraway hospital or private, well, that seems to be where the OP already is, so would it be much loss?

[Cyril Haearn]

Going private could soon eat up all ones savings with no guarantee of success

[al_yrpal]

You can do what I did...write to the GP practice that practically ignored the condition of my late wife condemning her to many months of serious pain and preventing her from accessing remedial treatment. I had scrupulously kept detailed notes of consultations and outcomes so I could identify in detail their lack of competence and care.

I told them in no uncertain terms what I thought of their incompetant and penny pinching actions and suggested how they should improve things. Of course they replied in a typical jobsworth manner but were unable to counter many of my observations. It gave me a deep sense of satisfaction because it was clearly evident where they have fallen short.

There was one young female middle eastern doctor in the practice that actually listened to us and finally acted on my wifes behalf getting her the treatment she needed. I sent her a bunch of flowers when we left to move to Devon in 2019. A few days ago she contacted me telling me that she was leaving the GP practice. We have had a multiple exchange of emails, mostly about her family, life here and plans for the future. A very caring lady. People like her restore my faith in the NHS.
As someone said you probably won't win but just satisfy yourself by telling the underperforming and probably overpaid miscreant exactly what you think of him.

Al