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Home >  Publications  > Special Reports > NHS complaints, Index

Health Service Ombudsman for England

Making things better? A report on reform of the NHS complaints procedure in England

2nd Report—Session 2004-2005

Presented to Parliament pursuant to Section 14(4) of the Health Service Commissioners Act 1993

Ordered by The House of Commons to be printed 10th March 2005

HC 413 (2004-2005)

Contents

Foreword
Chapter 1 - A brief history of proposals for reform
The "old" NHS complaints system
Proposals for new procedure
Inquiries
Developments in public and patient involvement
Developments in clinical negligence
Chapter 2 - Our concerns
  Current proposals and regulations - five key weaknesses
Fragmentation in complaints handling
Complaints system not centred on patients' needs
Quality service
Leadership, culture and governance
Just remedies
Problems with implementation
Chapter 3 -  Key elements of a new system
Chapter 4 - Recommendations
   
Annexes
Annex A Chronology of key complaints handling events - following commissioning of the evaluation
Annex B Bibliography

Press Notice

pdf version (409KB)

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Last updated: 4 April 2005

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