24 February 2015
A Parliamentary and Health Service Ombudsman spokesperson said:
Although 73% of NHS staff believe their organisation acts on concerns and complaints made by patients, NHS organisations need to do more to create a culture that listens and learns when things go wrong.
'We expect health and social care providers in England to implement 'My expectations' which sets out what good complaint handling looks like from patients and service users' perspectives and has already been adopted by the Care Quality Commission.
'Implementing these measures will put patients and whistleblowers at the heart of the way safety concerns are dealt with, which is critical in driving improvements in the health service.'