Review of the Health Service Ombudsman’s approach to complaints that NHS service failure led to avoidable death
This review by Baroness Fritchie, DBE looks at how we respond to some of the most serious complaints we receive: that someone’s death could have been avoided if NHS care or treatment had been better
When a loved one dies suddenly, or unexpectedly, family members seek information, explanation and reassurance that such events will never happen again. No-one can change the situation but, when people bring their complaints that NHS service failure led to avoidable death to us and we listen and respond, our work can make a difference. We have listened to feedback from complainants and from Parliament’s Health Committee which suggested that, at times, our work has not made the difference that it should.
On 17 January 2013 we published an action plan in response to a review we commissioned in July 2012 which looked at the way we approach such cases. The review led by Baroness Fritchie looked at 100 cases from the last two years and made 10 recommendations, all of which have been accepted.
We will begin action quickly. We will conduct more investigations, from 1 February 2013 we will begin our consideration of any complaint about a potentially avoidable death with the presumption that it will be investigated. We will also take steps to improve when and how we share information and insight with the organisations responsible for the quality of NHS care and ensuring patient safety. These are set out in our response to the review.
Click on this link to read Baroness Fritchie’s report and the Ombudsman’s response in full.
