Health Service Journal: On dealing with complaints

27 January 2005
This article is written by Dea Birkett a regular columnist on health and social issues.
She explains how after countless letters, phone calls and meetings, two reports by independent assessors, and considerable expense on both sides, a short cheery letter of apology, after they won their case, from the trust's chief executive is not a satisfactory conclusion. Although she won the case for her 11-year-old daughter to have the right to have a correctly prescribed wheelchair, her case was treated as an individual case rather than looking at ways of improving the wheelchair service for everybody. It seems that the wheelchair service is aimed at elderly users and by its own admission 'training is provided for basic adult wheelchair prescription, and not for children'.

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Source: Health Service Journal: 6 January 2005

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