Every few years, responsibility for dealing with NHS complaints that can’t be resolved at a local level is shifted onto a new organisation. Currently, the job sits with Parliamentary and Health Ombudsman Ann Abraham, who has just published her first report on the subject. It concludes – as so many have done before – that the NHS needs to listen harder and learn more.
There is at least one new development, however. GP receptionists can now be rude using new technology. The report tells the story of "Mrs M" who had the effrontery to ask for text message appointment reminders when she tried to register at a new surgery. She was told the surgery didn’t do text reminders. However: "the following day, [Mrs M] received a text messaging saying that she was not being accepted onto the list because she had been ‘rude’ and ‘uncivil’." The practice is to "improve customer focus."