Menu
14/04/2014
MPs Say Complaint Handling Lessons Needed
A committee of MPs has said that public services still need to learn how to handle complaints in light of the Stafford Hospital scandal.
It is claimed that concerns about the hospital, raised by local doctors and patients, were ignored.
Examining the incident the Commons Public Administration Select Committee (PASC) has said that a number of changes need to be made including the appointment of a minister responsible for handling complaints.
The Committee recommends that the Government should:
• appoint a minister for Government policy on complaints handling to provide leadership from the top
• ensure the Cabinet Office review of complaints handling changes attitudes and behaviour at all levels in respect of complaints handling
• ensure ministers themselves investigate complaints MPs raise with them, and that is not be delegated (which contributed to ministers’ blindness about Mid Staffordshire NHS Foundation Trust)
• create a single point of contact for citizens to make complaints about Government departments and agencies
Bernard Jenkin MP, Chair of the Committee, said: "There needs to be a revolution in the way public services are run, and how the public perceives Government. As things are, most people believe there is no point in complaining. The shocking collapse of care at Mid-Staffs hospital should be a warning to the whole public sector that too many managers in public services are in denial about what their customers and their staff think about them. The Francis Report gave no comfort that the culture of denial does not exist across most of the NHS, though we hope that is now changing.
"There are encouraging signs of increased attention to good complaints handling, but the Government itself does not comply with best practice in complaints handling or adapting to the needs and expectations of today’s citizen. This starts from the top. Government itself needs to lead by example. That’s why ministerial leadership is crucial.
"Unless and until we have a culture of leadership in public services that listens to, values and responds to complaints, from service users and staff, there will always be the potential for tragedies like Mid-Staffs, and opportunities to improve services and public confidence will be missed again and again."
(MH/IT)
It is claimed that concerns about the hospital, raised by local doctors and patients, were ignored.
Examining the incident the Commons Public Administration Select Committee (PASC) has said that a number of changes need to be made including the appointment of a minister responsible for handling complaints.
The Committee recommends that the Government should:
• appoint a minister for Government policy on complaints handling to provide leadership from the top
• ensure the Cabinet Office review of complaints handling changes attitudes and behaviour at all levels in respect of complaints handling
• ensure ministers themselves investigate complaints MPs raise with them, and that is not be delegated (which contributed to ministers’ blindness about Mid Staffordshire NHS Foundation Trust)
• create a single point of contact for citizens to make complaints about Government departments and agencies
Bernard Jenkin MP, Chair of the Committee, said: "There needs to be a revolution in the way public services are run, and how the public perceives Government. As things are, most people believe there is no point in complaining. The shocking collapse of care at Mid-Staffs hospital should be a warning to the whole public sector that too many managers in public services are in denial about what their customers and their staff think about them. The Francis Report gave no comfort that the culture of denial does not exist across most of the NHS, though we hope that is now changing.
"There are encouraging signs of increased attention to good complaints handling, but the Government itself does not comply with best practice in complaints handling or adapting to the needs and expectations of today’s citizen. This starts from the top. Government itself needs to lead by example. That’s why ministerial leadership is crucial.
"Unless and until we have a culture of leadership in public services that listens to, values and responds to complaints, from service users and staff, there will always be the potential for tragedies like Mid-Staffs, and opportunities to improve services and public confidence will be missed again and again."
(MH/IT)
Related UK National News Stories
Click here for the latest headlines.
11 October 2013
IPCC Seeks Judicial Review Of Metropolitan Police's Handling Of Complaint Investigations
The Independent Police Complaits Commission has filed papers at the High Court in London seeking a judicial review of the Metropolitan Police’s failure to comply with its statutory duties in relation to complaints regarding its use of police powers under schedule 7 of the Terrorism Act 2000.
IPCC Seeks Judicial Review Of Metropolitan Police's Handling Of Complaint Investigations
The Independent Police Complaits Commission has filed papers at the High Court in London seeking a judicial review of the Metropolitan Police’s failure to comply with its statutory duties in relation to complaints regarding its use of police powers under schedule 7 of the Terrorism Act 2000.
12 November 2013
Met Employee 79th Arrested By Operation Elveden
A 33-year-old female Metropolitan Police employee has been arrested on suspicion of misconduct in public office. The woman, who worked in Scotland Yard's call handling unit, was arrested at her home in Essex in connection with alleged corrupt payments to public officials.
Met Employee 79th Arrested By Operation Elveden
A 33-year-old female Metropolitan Police employee has been arrested on suspicion of misconduct in public office. The woman, who worked in Scotland Yard's call handling unit, was arrested at her home in Essex in connection with alleged corrupt payments to public officials.
16 June 2009
Malik Faces Second Expenses Inquiry
Government Minister Shahid Malik is to face a fresh investigation into his use of parliamentary allowances. The Communities Minister, who was recently reinstated after he was cleared in an inquiry into whether he had broken the ministerial code, is to be investigated by the Parliamentary Commissioner for Standards.
Malik Faces Second Expenses Inquiry
Government Minister Shahid Malik is to face a fresh investigation into his use of parliamentary allowances. The Communities Minister, who was recently reinstated after he was cleared in an inquiry into whether he had broken the ministerial code, is to be investigated by the Parliamentary Commissioner for Standards.
18 September 2014
Welsh Councils Urged To Consider Voluntary Mergers
Councils across Wales have been urged to consider a voluntary merger, rather than being forced to. It follows a recommendation from the Williams Commission that the number of local councils be reduced from 22 to 10. It has been suggested that councils leading their own mergers would allow them to "shape their own reforms".
Welsh Councils Urged To Consider Voluntary Mergers
Councils across Wales have been urged to consider a voluntary merger, rather than being forced to. It follows a recommendation from the Williams Commission that the number of local councils be reduced from 22 to 10. It has been suggested that councils leading their own mergers would allow them to "shape their own reforms".
02 April 2014
Wales Could Restrict The Use Of E-Cigarettes In Public Places
New measures to address some of Wales' major public health challenges, including high levels of drinking and smoking, are being put forward by the Welsh Government today.
Wales Could Restrict The Use Of E-Cigarettes In Public Places
New measures to address some of Wales' major public health challenges, including high levels of drinking and smoking, are being put forward by the Welsh Government today.
-
Northern Ireland WeatherToday:A showery start with outbreaks most frequent north of Lough Neagh and through the morning, before dwindling during the afternoon as the northwest breezes ease and brighter spells of weak sunshine prosper. Maximum temperature 8 °C.Tonight:A dry night, save for a few light showers around the coasts, with prolonged clear spells and light winds bringing a frosty dawn for many in central and southern parts. Minimum temperature -3 °C.
