‘Care and Compassion? illustrates graphically the effect on older people, their families and carers where standards fall below what they, and we, should expect.’
In February, we published Care and Compassion?, a report on ten investigations into NHS care of older people. The stories in the report revealed the unnecessary pain, indignity and distress suffered by older people in hospital or under the care of their GP. It highlighted the gap between the principles and values of the NHS Constitution and the poor quality of care experienced by the patients whose cases we investigated.
Care and Compassion? concluded that the NHS is failing to meet even the most basic standards of care because of an attitude – both personal and institutional – that fails to recognise the humanity and individuality of older people and does not respond to them with sensitivity, compassion and professionalism. In the report, the Ombudsman said:
‘These often harrowing accounts should cause every member of NHS staff who reads this report to pause and ask themselves if any of their patients could suffer in the same way. I know from my caseload that in many cases the answer must be “yes”. The NHS must close the gap between the promise of care and compassion outlined in its Constitution and the injustice that many older people experience. Every member of staff, no matter what their job, has a role to play in making the commitments of the Constitution a felt reality for patients’.
Described in the press as ‘damning’, ‘heart-breaking’ and ‘a national outcry over the treatment of older patients’, the report generated a huge public response.
In the House of Lords, Baroness Bakewell called for a total rethink of how older people are regarded in an ageing society. The Bishop of Leicester wrote: ‘From time to time, a story hits the headlines which is so shocking we can hardly take it in’. The Royal College of Nursing described the report as a ‘wake up call to people working in the NHS’. In a letter to all Chairs of NHS trusts, primary care trusts, strategic health authorities and NHS foundation trusts in England, NHS Chief Executive David Nicholson described the report as a valuable learning tool.
Nearly six months on, Care and Compassion? continues to influence the debate about the quality of NHS care in Parliament, the NHS and the media. Less publicly, we have met a range of different organisations to discuss how care for older people can be improved and their reactions to the report also suggest that it will have a lasting impact.
When Care and Compassion? was published, the government asked the Care Quality Commission (CQC) to implement a series of unannounced nurse-led inspections into care for older people on NHS wards. The results of the first inspections have already been published, and in June 2011, the Minister of State
for Care Services, Paul Burstow MP, told Parliament that a national report on the CQC’s findings would be made public in September 2011.
- Care and Compassion? generated over 300 press reports, including front page articles in The Times, The Independent, The Guardian and The Daily Telegraph
- we took part in 60 national, regional and international media interviews about the report
- films of stories from the report have been viewed more than 2,000 times
- the report is available in a range of formats, including large print, high contrast, audio and DAISY.
To read the full report of Care and Compassion? and see the films, visit our website at www.ombudsman.org.uk/care-and-compassion.
