Menu
24/06/2005
Complaints watchdog tells NHS 'improve complaints handling'
The Healthcare Commission has told the NHS that it needs to improve the handling of patient complaints.
The Commission, which handles complaints that the NHS cannot resolve, made the comment as it published figures which indicated that the NHS were not doing enough to resolve grievances locally.
Over a quarter of complaints referred to the Commission are sent back to the NHS because the Commission felt the Trust had not done enough to resolve the issue.
The figures also showed that the number of complaints is increasing. The Healthcare Commission said that it had received nearly 7,000 requests to review NHS complaints, since taking responsibility for reviewing the complaints last August. This compares to less than 3,000 per year under the previous system.
The unresolved complaints include issues about poor communication with patients and relatives, poor clinical practice and poor staff attitude.
Marcia Fry, Head of Operational Development at the Healthcare Commission, said: “The NHS has got to get better at handling complaints, which are an important tool for improving services. In the coming months, we will be working with the NHS to improve handling of NHS complaints. However, if the situation doesn’t improve, trusts will feel the effect in their annual rating.”
The Healthcare Commission said it was now developing new criteria for good complaints handling, which will be used to assess trusts in their annual performance rating.
The Commission is also taking on more staff and hired an external agency to help handle all the complaints. A mediation service is also being tested, which give both parties an opportunity to sit down together at an early stage to reach an agreement.
Ms Fry said: “We are working as fast as possible to get the very large number of unresolved complaints seen to as quickly as possible. These people will already be frustrated with the response the NHS has given to their complaint and it is essential that we address their concerns as quickly as possible.
“We are determined to crack this, but it can only be done if everyone else does their bit. Everyone loses if complaints are not dealt with properly at a local level – patients, ourselves and the NHS.”
(KMcA/SP)
The Commission, which handles complaints that the NHS cannot resolve, made the comment as it published figures which indicated that the NHS were not doing enough to resolve grievances locally.
Over a quarter of complaints referred to the Commission are sent back to the NHS because the Commission felt the Trust had not done enough to resolve the issue.
The figures also showed that the number of complaints is increasing. The Healthcare Commission said that it had received nearly 7,000 requests to review NHS complaints, since taking responsibility for reviewing the complaints last August. This compares to less than 3,000 per year under the previous system.
The unresolved complaints include issues about poor communication with patients and relatives, poor clinical practice and poor staff attitude.
Marcia Fry, Head of Operational Development at the Healthcare Commission, said: “The NHS has got to get better at handling complaints, which are an important tool for improving services. In the coming months, we will be working with the NHS to improve handling of NHS complaints. However, if the situation doesn’t improve, trusts will feel the effect in their annual rating.”
The Healthcare Commission said it was now developing new criteria for good complaints handling, which will be used to assess trusts in their annual performance rating.
The Commission is also taking on more staff and hired an external agency to help handle all the complaints. A mediation service is also being tested, which give both parties an opportunity to sit down together at an early stage to reach an agreement.
Ms Fry said: “We are working as fast as possible to get the very large number of unresolved complaints seen to as quickly as possible. These people will already be frustrated with the response the NHS has given to their complaint and it is essential that we address their concerns as quickly as possible.
“We are determined to crack this, but it can only be done if everyone else does their bit. Everyone loses if complaints are not dealt with properly at a local level – patients, ourselves and the NHS.”
(KMcA/SP)
Related UK National News Stories
Click here for the latest headlines.
31 October 2005
Unresolved NHS complaints ‘more than double’
The number of people asking for an independent review of their NHS complaints has more than doubled in the past year, according to the latest figures.
Unresolved NHS complaints ‘more than double’
The number of people asking for an independent review of their NHS complaints has more than doubled in the past year, according to the latest figures.
18 February 2010
Gately Article Did Not Breach Code
A Daily Mail column published in the wake of gay pop singer Stephen Gately's death did not breach press guidelines. Journalist Jan Moir's piece prompted 25,000 people to lodge grievances with the Press Complaints Commission (PCC) - the newspaper industry watchdog.
Gately Article Did Not Breach Code
A Daily Mail column published in the wake of gay pop singer Stephen Gately's death did not breach press guidelines. Journalist Jan Moir's piece prompted 25,000 people to lodge grievances with the Press Complaints Commission (PCC) - the newspaper industry watchdog.
29 March 2007
Prince's girlfriend lodges harassment complaint
Prince William's girlfriend Kate Middleton has lodged a formal complaint of harassment against the 'Daily Mirror', it has emerged. The 25-year-old contacted the Press Complaints Commission following the publication of a photograph in Thursday's edition of the paper, which showed her walking to work, carrying a coffee cup and keys.
Prince's girlfriend lodges harassment complaint
Prince William's girlfriend Kate Middleton has lodged a formal complaint of harassment against the 'Daily Mirror', it has emerged. The 25-year-old contacted the Press Complaints Commission following the publication of a photograph in Thursday's edition of the paper, which showed her walking to work, carrying a coffee cup and keys.
26 March 2007
'Postcode lottery' remains in NHS dental care
There are "huge regional variations" in NHS dental care in England, consumer organisation Which? has warned in new research. The survey of 466 dentistry practices - which comes a year after the start of new NHS dentists' contract in England - found that just over a third (36%) are taking on any new NHS patients.
'Postcode lottery' remains in NHS dental care
There are "huge regional variations" in NHS dental care in England, consumer organisation Which? has warned in new research. The survey of 466 dentistry practices - which comes a year after the start of new NHS dentists' contract in England - found that just over a third (36%) are taking on any new NHS patients.
06 August 2004
17 new NHS Walk-In Centres to be created
Seventeen new NHS Walk-In Centres are set to be created across England, following the announcement of a £12 million investment programme. The centres, currently numbering 65, provide quick access to health advice and treatment for minor complaints, without having to make an appointment.
17 new NHS Walk-In Centres to be created
Seventeen new NHS Walk-In Centres are set to be created across England, following the announcement of a £12 million investment programme. The centres, currently numbering 65, provide quick access to health advice and treatment for minor complaints, without having to make an appointment.
-
Northern Ireland WeatherThis Evening and Tonight:Rain clearing away east by early evening with some clear spells but a few showers likely to affect the North coast and other areas towards dawn, remaining breezy and mild overnight. Minimum temperature 9 °C.
