A REPORT by the Health Service Ombudsman has revealed that the NHS in the south west has received one of the highest number of patient complaints across the country.

In the report, Ann Abraham says the NHS is failing to deal appropriately with the most basic complaints and describes the progress being made to improve the way it deals with patients’ complaints as patchy and slow.

It reveals that in 2010/11, 1,330 complaints were made about the NHS in the region to the Health Service Ombudsman, which equates to 25 complaints per 100,000 inhabitants.

The south west was second only to London where 2,902 complaints, or 37 complaints per 100,000 inhabitants, were made.

In the south west, 160 complaints were made about GPs, 262 about PCTs and 634 about NHS hospital, specialist and teaching trusts.

The north east fared best in the report, with just 471 complaints received in total.

The report also looked in to a flawed investigation into an alleged assault in Wiltshire.

The woman concerned, known as Ms J, suffers with a borderline personality disorder, which means she sometimes has little physical or mental awareness.

During a therapy session at Avon and Wiltshire Mental Health Partnership NHS Trust, Ms J became distressed.

She went into a nearby room and lay down on the floor under her coat. Later, a clinician called in two security guards to remove her and one of them allegedly kicked her.

Ms J complained to the Trust that she had been assaulted, saying that after the incident her ‘levels of distress were massive’ and she had thought of harming herself.

The Trust took nearly a year to respond formally to Ms J’s complaint.

The Ombudsman said: “Our investigation uncovered serious flaws in the Trust’s two investigations into the incident. Neither was independent or thorough.

“The Trust did not take statements from all the key witnesses, nor seek advice about the wisdom of calling in security guards given Ms J’s condition.

“The Trust’s formal response to Ms J lacked authority because it was not signed by the chief executive or nominated deputy, as required by the Trust’s own policy, and made no mention of any potential learning for the Trust.

“The Trust’s response did not give proper respect to Ms J’s account of events.

“She felt bewildered and frustrated.

“In line with our recommendations, the Trust apologised to Ms J for the considerable distress and inconvenience they had caused her, and paid her compensation of £250.

“They also agreed that their executive board would consider our investigation report, and that they would commission an independent review into their complaint handling function.”