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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 highlighted in the Health Service Ombudsman’s report Making things better? A report on reform of the NHS complaints procedure in England.
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.
The report is timely as the Department of Health’s consideration of the fifth report of the Shipman Inquiry provides an opportunity to reflect on the failures in the system and to take steps to put in place a truly patient-focused system.
The report calls for leadership from the Department of Health in setting the core standards to be met by all providers of NHS care. It suggests that the Healthcare Commission, in its role of inspector, should assess the performance of Trusts against them and share learning from complaints across the health service. The Department should also ensure that a common approach to complaints is adopted across health and social care.
Making things better? also shows how NHS bodies need to be responsive to complaints and value the feedback they provide. To do this they need competent, trained and motivated staff using robust local procedures. Dealing with complaints should not be a stand alone activity – the lessons learned must feed back into improvements in the service delivered to patients.
