“NHS complaints system is not working” says health watchdog
The Health Committee has reported its findings on complaints and litigation in the NHS in England and its key finds are:
The role of the Health Service Ombudsman needs a complete overhaul if it is to provide an effective appeals process for the complaints system.
The NHS still has no national protocol for the classification and reporting of complaints, and reporting by Foundation Trusts remains voluntary
The government’s recent consultation on information strategy in the context of the Health & Social Care Bill did not mention procedures for handling complaints
It remains unclear how patients’ complaints about services delivered by primary care will be handled following passage of the Health & Social Care Bill
NHS culture is too often defensive and the service remains to be persuaded to adopt a more open culture.
The Health Committee – Sixth Report: Complaints and Litigation can be found here.