Jane’s story – Making a complaint with support from Gateway

Jane had to give up her job as nurse after being diagnosed with a rare, chronic genetic condition.

After some unpleasant experiences with the healthcare services providers, she decided to seek advice about making a complaint in Help & Care’s Helpline. 

She told us that during the last months she’d been always referred to different consultants, which made her feel misunderstood and hopeless. She said:

“The NHS do not seem to work in a joined-up way…There is no-one responsible for overseeing the treatment of this condition, meaning that the treatment is fragmented and probably more expensive.”

What is worse, several medical staff were dismissive of her condition and as a former health professional, this made her feel particularly angry and frustrated. Jane wanted to complain specifically about a certain head of Department who had treated her with a lack of compassion and empathy, making her experience really unpleasant and unhelpful.

After listening to her story, our colleague gave her the contact details for the CCG and discussed the complaints procedure, including taking it to the ombudsman if necessary.

Note: Names, as well as other identifying details, are changed to maintain confidentiality and privacy. Photograph is a stock image.