During the week, our helpline received a call from Jane* who was so worried about the long waiting times on the NHS that she decided to see a private doctor. She was then extremely disappointed when she attended the appointment as she felt the doctor simply wasn’t listening to her and had not prepared for the consultation.
When she subsequently received the bill she could not believe how high it was and called us to find out how she could make an official complaint.
We alerted Jane to the Independent Healthcare Sector Complaints and Adjudication Service (ISCAS), who have a guide for patients wishing to make a complaint in the independent healthcare sector, and gave her the contact details.
We also told her about about the role of the Care Quality Commission and that, as a monitoring and inspectorate body, they are always interested in hearing from patients about their good and bad experiences. They want to know how safe, effective and caring treatments are and, whilst they don’t investigate or resolve individual cases, all feedback helps them decide when and where they need to inspect. We told Jane that she could do this herself or, with her permission, we could contact them on her behalf.
Finally, we advised Jane that it was always a good idea to check any costs in advance of making an appointment and we referred her to our leaflet on private healthcare which is available on our website.
*Name changed for privacy
To get in touch with our helpline team and share your thoughts of health and care services, call 0800 345 7115, email firstname.lastname@example.org or visit our website. We also operate a Live Chat function on weekdays between 2 - 5pm for people who wish to receive advice online.