Letters to the Editor
In the Westminster
Sir: Mr MacMahon's objection to Jennifer Hawley complaining in the press, rather than privately through " the adequate machinery for complaints" seems arrogant, to say the least. Why on earth shouldn't she? One has the impression that the Westminster's Board of Governors would welcome the protection of the Official Secrets Act, if they could get it. This is a not uncommon, but nevertheless deplorable, trait to be found in those reponsible for our public services, and is indeed one reason against nationalising anything. As for the " adequate machinery for complaints," my own and others' direct experience of this (not at the Westminster) is that it usually fails to work at all: it is commonly impossible to find anyone in a hospital willing to take responsibility for anything. After experiencing this particular difficulty at Farnham General Hospital some two years ago, in respect of a relative, I wrote to my MP only to get from his aide, long after the time when it could have been useful, a description of a complaints procedure of such inordinate length and complexity, designed apparently to protect the profession rather than the patient, that it could only have taken effect after any crisis of a medical nature had long since passed.
Perhaps Mr MacMahon could be persuaded to outline to you the procedure for dealing, for instance, with allegations of negligence on the part of medical staff, with some indication also of the time lapse to be expected between initiation of the complaint and remedial action being taken. My own experience would indicate that the patient will have died or "recovered in spite of the medical ' attention received," long before that period has elapsed.
R. E. Clarke Southland Securities Ltd, Cavridy House, Guildford, Surrey
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