“As you can’t read our texts, we’ll send you a letter:” how to complain to your GP about accessible communications
Michael was left unaware of important medical information because his doctor’s surgery didn’t listen to him.
Michael has struggled with his mental and physical health over a number of years, and lockdown was particularly difficult for him.
Michael is dyslexic, and relies on others to read any written communications. He lives alone, so this became very challenging during the pandemic.
Michael told his GP surgery that wasn’t able to read their messages, but they continued to communicate with him via text and letter. They were also unclear about what he needed to do for follow-up appointments.
This meant he was unaware of test results, important medical advice and treatment plans.
After complaining informally, Michael was left feeling too angry to approach them again.
He asked VoiceAbility for support to raise a complaint without fear of becoming angry, and further impacting his ability to access care.
Michael wanted to understand his ongoing medical needs and to be able to communicate effectively with the surgery by them agreeing to reasonable adjustments for his dyslexia.
Advocacy support to make an NHS complaint
Michael’s independent advocate Louise talked through his situation with him on the phone. Louise then used her notes as a starting point for a letter of complaint. Michael listened to Louise reading the letter and made changes, adding a few things, to make sure the complaint was in his own words and said what he wanted it to.
Michael was keen to hand the letter to the GP surgery himself, and so a copy was sent via post for him to sign and deliver. He asked the surgery to email Louise with the response, for her to read to him.
When they sent the response, although they apologised, Michael felt they still hadn’t listened to him.
The surgery said they had noted texts were difficult for Michael, so they would write to him instead.
They also didn’t explain whether he needed to make follow-up appointments, or if this would be done by them.
“Finally listened to”
Michael worked with Louise to write another letter.
This time, the response was quick and clear.
The GP surgery agreed that all future communications would be by telephone, and that a note would be made on his file to ensure it was clear what any next steps would be following each appointment.
Michael was extremely pleased, and felt that he had finally been listened to.
He told Louise he felt more confident to speak up in the future now, knowing that people will listen to him.
He also appreciated the apology in both the initial and final responses, and felt that he could now have faith in the staff at the surgery again.
Making an NHS complaint
You can get free, independent support to make a complaint about NHS services in your area. This might help you to improve your own care like Michael, or change things so that other people get a better experience. You might just want an apology.
VoiceAbility provides free self-help resources to help you understand the complaints process and who to contact: How to complain about NHS care
If you need more support, you can access free, independent advocacy. Find out if we offer NHS complaints advocacy where you live.
If we don’t provide advocacy in your area, someone else will.