Simplified health complaints system launched

01 April 2009

Press release 09/04

On 1st April 2009, the health complaints system in England will be simplified when the Health Service Ombudsman becomes the second and final point of contact for complaints.

Anyone who feels that their complaint has not been handled satisfactorily by their local NHS body or practice can now complain directly to the Health Service Ombudsman. The change removes the need to first complain to the Healthcare Commission, and streamlines the process to improve the way complaints are handled.

The Health Service Ombudsman, Ann Abraham, has worked with the Department of Health and Healthcare Commission to ensure the transition is as straightforward as possible for complainants and the NHS.

The new process has two clear stages from a complainant’s point of view: their case is either resolved locally or can be taken forward to the Ombudsman. An updated complaints form can be found at www.ombudsman.org.uk.

With the new system in operation, the Ombudsman expects to receive another 12,000 health enquiries a year, in addition to the 6,000 she already receives. Her Office has agreed additional funding of £10.7m from the Treasury for 2009/10, opened a new office in Manchester and recruited over 100 additional staff to deal with complaints about the NHS.

Ends

Notes to editors

  1. The Ombudsman’s Office receives around 6,000 health enquiries a year under the present three stage health complaints system.
  2. Under the two stage health complaints system, the Office estimates it will receive an additional 12,000 health enquiries a year.
  3. The Office has agreed additional funding with the Treasury of £10.7m for 2009/10, has opened a new office in Manchester and recruiting over 100 additional staff to deal with complaints about the NHS.
  4. At the same time as the Ombudsman becomes the second and final point of contact for complaints, the regulatory functions of the Healthcare Commission will be absorbed by the Care Quality Commission on 1 April 2009.
  5. The Health Service Ombudsman, Ann Abraham’s March 2005 report Making things better? A report on reform on the NHS complaints procedure in England first raised her concerns regarding the existing NHS complaints system.
  6. The Department of Health’s Our health, our care, our say was published in January 2006 and included proposals to unify and reform the existing complaints arrangements across health and social care. It was followed by the Making experiences count consultation paper in June 2007.
  7. The Health and Social Care Act 2008 introduced the Care Quality Commission as the new integrated regulator for health and adult social care bringing together existing health and social care regulators into one regulatory body.
  8. For more information please contact Emma Nicol or Kath Butler on 0300 061 4996/3924.
  9. A complaints form can be downloaded from www.ombudsman.org.uk.