It is never acceptable to be left in soiled bedding

Help the Aged today responded to the 'Spotlight on Complaints' report from the Healthcare Commission. The report looks at complaints about NHS services referred on to the Commission for review between July 2006 to August 2007. It shows that complaints about a lack of basic nursing care, poor communications, overly brisk GP consultations and a lack of help for mental health service users are among the key issues patients raise.

Charlotte Potter, Senior Policy Officer at Help the Aged, said:

'Older people are the biggest users of the NHS, yet all too often receive below par treatment.

'It is astounding that 30 per cent of complaints about hospitals concerned lapses in fundamental aspects of nursing care. Nutrition, privacy and dignity, and communication should not be optional extras. It is never acceptable to be left in soiled bedding.

'It's vital that the NHS ensure that older people are fully aware of how to make a complaint, the response that they can expect and the fact that making a complaint will in no way jeopardise the care they receive in the future - the third most frequent issue raised was complaints handling.

'When an older individual gets to the point of complaining it means they feel the system has not worked for them. It is essential that trusts use this feedback to improve practice.