PrivateTreatment-StrokeAssociation：私人治疗中风协会.docVIP

R8 Complaining about a health service Most people receive excellent care and treatment after having a stroke. However, sometimes things don’t go as well as expected and you may feel upset, let down, angry or frustrated by your experience. This resource sheet explains how to make a complaint if you are unhappy with your care and treatment. It outlines who you should speak to, what to expect and where to find help and support. Making a complaint about a healthcare service can be daunting. You may worry about making a fuss or even question whether or not you have cause to complain. If you feel unhappy about your care or treatment or feel that you have been discriminate against, you have the right to make a complaint. Feedback, whether it is positive or negative, helps services to make improvements. Talking to them about your concerns could improve your current situation and help other people in the future. Complaints: the basics This section contains general information on complaining about a healthcare service. This includes hospital care, a GP or a therapy service like physiotherapy. Afterwards you’ll find specific information about the complaints procedure in each country of the UK. If you have a complaint about a care home, nursing home or any service from social services, the first thing you should do is tell the home or social services. There should be a complaints procedure in place so you know what to expect and how your complaint will be dealt with. In Northern Ireland, the same complaint procedure is used for both health and social care problems but in England, Scotland and Wales the procedures are separate. Informal complaints Often a problem can be resolved by simply talking to the people concerned.For example, you might decide to make an informal complaint if you have not had physiotherapy for several days in hospital and have not been given a reason why. If you raise an issue like this, the staff concerned should listen to you and respond sensitive