MPS notes Healthwatch England’s report into the complex nature of the NHS complaint system
Post date: 20/03/2014 | Time to read article: 1 minsThe information within this article was correct at the time of publishing. Last updated 14/11/2018
The current complaints process can be confusing; there needs to be clarity and support for GP practices, trusts and patients.
Dr Nick Clements, Head of Medical Services at MPS said, 'Complaints are an opportunity to make improvements to patient safety. Central to this must be a system that can resolve patient complaints effectively and enable healthcare professionals to address concerns.
There are many organisations, processes and people that could be involved in a complaint, leading to confusion about roles, responsibilities and who a patient can approach. There needs to be centrally provided information about how the whole process works, the bodies involved, what an organisation will consider when looking at a complaint and how a patient can make a complaint effectively.
We believe this is best achieved by having experienced, properly trained complaints handlers with adequate support and regularly updated training to ensure a consistent and excellent experience for all involved. This should be combined with a reasonable time period to respond to complaints. We believe this is preferable to a further wholesale change to the process itself.'
Further information
Please contact Stella-Maris Zegge, Press Officer at MPS on +44 207 399 1439 or email [email protected] for more information.
