Clinical input should be sought on the results of any failings, as well as on the question of what, if anything, went wrong. If clinicians’ statements do not make sense, if they are mutually or internally contradictory, if they are inconsistent with what is in the medical notes, or are full of technical jargon, it is not sufficient to simply copy them into the response letter. Any differences must be reconciled and any jargon converted into language a lay person will understand.
Listening and Learning:
The Ombudsman’s review of complaint handling by the NHS in England 2011-12