Patients deserve better from NHS complaints system says Ombudsman

10 March 2005

Press release 02/05

Problems faced by patients in getting a satisfactory response to their complaints - and the failure of the NHS to use lessons from complaints to improve services -are the subject of a new report, published today, from the Health Service Ombudsman, Ann Abraham.

Making things better? A report on reform of the NHS complaints procedure in England highlights how, over the last 8 years, the system has continued to fail complainants. It calls for leadership from the Department of Health and improvements from the Healthcare Commission and others to address key failings in the current system.

The report describes some of the problems caused by the fragmentation of complaints systems - within the NHS, the NHS and private health-care and between health and social care. This - combined with a failure to focus on patient needs, poor leadership and lack of capacity and competence in complaint handling - has led to a system which makes it difficult for patients to have things put right where they have gone wrong.

Ms Abraham comments: 'Many fine words have been spoken over the years about the need for a truly patient-focused complaints system but it has still not become a reality. The fifth report of the Shipman Inquiry gives us an opportunity to reflect on why the NHS complaints system is still failing patients. We must not lose this opportunity to make change happen at last.

'What we need now is commitment and leadership from the Department of Health in setting standards to be met by all providers of NHS care and in ensuring the adoption of a common approach to complaints across health and social care. The Healthcare Commission, in its role of inspector, should assess the performance of Trusts against these standards and share learning from complaints across the health service.

'All NHS bodies need to be responsive to complaints and value the feedback they provide. To do so they need competent, trained and motivated staff using robust local procedures. Dealing with complaints should not be a stand alone activity. The lessons from them must feed into improvements in the service delivered to patients.'

The report recommends that the DoH takes the lead in creating a better core standard for complaint handling, to be met by all providers of NHS care. It also recommends that the Department should coordinate discussions with other parties to ensure the core standard is adopted across health and social care. This approach would ensure:

  • a simple, consistent approach across health and social care providers;
  • an accessible service for all, tailored to the complainant's needs and providing support for those who need it;
  • thorough, rigorous and evidence based investigations of complaints;
  • a culture of openness, non-defensiveness and leadership by senior managers;
  • provision for a full range of remedies for justified complaints at all levels of the system;
  • implementation of recommendations arising from the investigation of complaints to ensure that mistakes do not recur.

To implement the new system effectively, the report recommends that the Department should produce a clear project plan which: provides comprehensive publicity for the new scheme; sets clear timescales for delivery of each step of the process; delivers clear guidance to support the new system; and allows time for staff training.

Ann Abraham adds, 'Too often NHS organisations don't learn from complaints and repeat the same mistakes. The time is right to address this situation. We would be delighted to work with the Department of Health, the Healthcare Commission and other providers of NHS healthcare to help create the modern, responsive, patient-focused system we all aspire to.'

For more information, or copies of the report contact: the OPHSO Press Office. Telephone: 0300 061 4996 or email: press@ombudsman.org.uk

Notes to Editors

  1. The report - Making things better? A report on reform of the NHS complaints procedure in England (HC 413) will be available from 0900 hours on 10 March 2005 on the Parliamentary and Health Service Ombudsman's website: http://www.ombudsman.org.uk/. The report includes a number of case studies - information on the identities of the individuals involved in these cases is confidential.
  2. About the Ombudsman - The Health Service Ombudsman looks into complaints made by or on behalf of people who have suffered because of unsatisfactory treatment or service by the National Health Service (NHS). The service is free and the Ombudsman is completely independent of the NHS and the government. For further information see the website