The NHS in England has been given 12 months to revolutionise its attitude to patient complaints following a damning inquiry into the current system.
The report, led by Labour MP Ann Clwyd, is calling for an overhaul of the ÔÇ£deeply entrenchedÔÇØ culture of delay and denial, which leaves an untold number of patients confused and powerless. It is also said that hospitals were often ÔÇ£marking their own homeworkÔÇØ and as a result a more independent complaints system was imperative. The recommendations made by the report aim to initiate a more accountable and transparent service, an environment in which people feel confident to voice their concerns.
The review has backed up its intentions by getting key organisations committed to its pledges including the Care Quality Commission that will focus on making complaints top of the agenda in its new hospital inspection scheme. Hospitals would also be expected to produce annual reports on complaints in laymanÔÇÖs terms
Ms Clwyd said that the report would ensure that ÔÇ£the days of delay, deny and defendÔÇØ would end. While numerous investigations have been conducted in recent years, she insisted that the report would ÔÇ£not gather dustÔÇØ as others had done, the key difference being that a review of the system would take place in a year. ÔÇ£Distinct improvementsÔÇØ would be expected.
Welcoming the report, Health Secretary Jeremy Hunt said that he wants to see a ÔÇ£complete transformation in hospitalsÔÇÖ approach to complaints so that they become valued as vital learning tools.ÔÇØ
Government commitment to this new approach has been queried however.
Patient groups such as Action Against Medical Accidents have accused the government of watering down proposals to make the duty of candour legally enforceable, by only applying it to the most serious cases of harm. This suggestion was made following a public inquiry into Stafford Hospital scandal, where it is estimated 400-1200 patients may have died as a result of negligence.
Given Ms ClwydÔÇÖs personal connection with the subject matter, she publically described the ÔÇ£battery henÔÇØ conditions her husband experienced before his death in a Welsh hospital last year; she reiterated that things would change. ÔÇ£There is that threat, if you like, weÔÇÖll come back in a year, to see how things are.ÔÇØ
George Tonge
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