28.10.13
NHS complaints handling needs ‘fundamental change’
Hospitals must set out a new attitude to complaints and whistleblowing, an independent review has stated.
‘Putting patients back in the picture’ identified common standards to be applied to complaints handling across the NHS, with 12 healthcare organisations signing up to almost 30 specific actions to ensure change within the next year.
Led by Labour MP Ann Clwyd and Professor Tricia Hart, chief executive of South Tees Hospitals NHS FT, the review was commissioned by health secretary Jeremy Hunt in March following the publication of the Francis report into failings at Mid Staffordshire.
Consumer and patient bodies will be working together to monitor the implementation of the review’s recommendations, and the chief inspector of hospitals is to make complaints a central part of CQC inspections.
The review calls for board level responsibility for complaints, for trusts to publish an annual complaints report, more information provided on wards, involve patients in designing trust’ complaints systems, and rebrand and review the Patient Advice and Liaison Service (PALS).
Clwyd said: “We have given patients and their families a voice in this report, and their message to the NHS on complaints is clear. The days of delay, deny, and defend must end, and hospitals must become open, learning organisations. Our proposals put patients firmly into the driving seat at every level as never before, and we now expect to see progress within 12 months’ time.”
Prof Hart said: “We need a fundamental change in culture and we need transparency so that when things go wrong improvements are made to make sure it doesn’t happen again. But most of all we need action – and that is what sets today’s report apart. Leaders from across the NHS have signed up to concrete actions to start to do better on complaints.
“The end goal has to be that the NHS provides better, safer, kinder care so that fewer patients feel like they want to complain. Listening to and acting on complaints now is essential to making that a reality.”
Hunt said: “I want to see a complete transformation in hospitals’ approach to complaints, so that they become valued as vital learning tools. There can be no place for closing ranks or covering backs when patient safety is at stake.”
The Government will respond in full this autumn.
NHS Confederation chairman Michael O'Higgins, who was a member of the Review's external partnership panel, said it would be “foolish” to ignore the feedback of patients, who can help to improve its services.
He added: “We want to make use of our unique ability to bring together our members from all parts of the NHS; providers and commissioners, large and small, and from all sectors – to support implementation of the Review's findings.
“There won't be one approach that fits all, but by sharing what works and what can be improved, every part of the NHS organisation will be able to develop the best solution for their patients, service users and local people.”
Paul Philip, acting chief executive of the General Medical Council, said: “Complaints from members of the public give the health service the chance to reflect and improve the care and treatment that patients receive.
“That is why, in our four pledges to this review, we committed to do more to support people who raise concerns about their doctor, and to increase the role of patient feedback in revalidation – a new system of checks to ensure that all doctors are competent and fit to practise.”
Dr Peter Carter, chief executive & general secretary of the RCN said: “It is clear that the culture in a hospital or trust has a real impact on the quality of patient care. This report makes it clear that managers have a responsibility to show leadership in creating an environment where complaints are regarded as a valuable tool to address poor practice and make changes.
“One instance of poor care is one instance too many, and everyone in the health service from the highest levels of management to frontline staff must now act on this report to create a culture where staff, patients and relatives do not feel helpless when things go wrong.”
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