Patients Complaints in London National Health Service Hospitals - Dissertation Example

I would like to thank Krishna Regmi, my supervisor for all the support, direction, and supervision without him I would never be able to complete this project. Furthermore, I would like to thank all the team from the British Library, Kings Fund, and NHS statistics and data that contributed by guiding me to places where I was helped with the right data and information for the project. Lastly, I would also offer my regards to friends and family, and everyone that made this possible.

They obtained the data by collecting oral interviews, questioners, and letters from patients, the part of quantitative data collected for this research are numerically and statistically, graphs and tables analysis.

Result: A total of 20 journals and articles were used for the project, 5 data and 4 statistic reports were included in this paper, lastly the use of 30 websites was also helpful in the discovery of information, all the journals, books, and articles are from the UK (Agency for Healthcare Research and Quality, 2004).

Discussion: After reviewing and analyzing all the data, journals, and books with different views and arguments about patient’s complaints. The researches have shown that patients/ customers complaints mainly contribute to the poor reputation of the National Health Service (NHS). However, if the people (hospitals managers) dealing with the complaints, see the complaints as a tool to improve the service instead of annoying complaints, it would have reduced the number of complaints and improve productivity.

Considering how big the NHS is in the United Kingdom, it is mandatory to evaluate and improve any form of compliance/ report made by patients of the NHS. Patients' views made known to the NHS must be considered very important until it is solved. There are often steps and procedures that should be in place on how to submit complaints without raising any alarm.

Statistic has it that over 20% of patients complain each year, with majorities of them being the elderly patients; their complaint is variably distributed among doctors, nurses, well being of the hospital and midwives (Womack & Jones, 1996). Forty-nine percent of these complaints go to the doctors, 29 % to the nurse, 6% to admin and staff, and 2% to midwives and the well-being of the hospital according to daily mail report 8 November 2011. Since 2006, we have seen cases of complaint increase due to the unchanging attitude of NHS towards any formal or informal complaint this was submitted by foundations trusts (Waldro, 2009).