This Parliamentary and Health Service Ombudsman video uses a GP appointment-booking scenario to show how dissatisfaction can arise when a person's access needs are not understood. Joe asks for a longer appointment because he needs more time to understand what the doctor tells him, but the receptionist treats the request as if longer appointments are only for multiple problems.

The video explains that a person with a learning disability may need more time with their doctor and gives this as one example of why someone may be unhappy with healthcare. It says people may feel dissatisfied if a clinician did not listen, did not show respect, or did not give information in a way the person could understand.

It also notes that people can complain if they are unhappy with the service or treatment they receive from a GP, nurse, dentist, optician or hospital. The closing message is that complaining can lead to improvements, and the video signposts viewers to the Ombudsman's Complain for Change information.