MPS response to NAO report - use complaints to create long-lasting solutions

Dr Pallavi Bradshaw, Senior Medicolegal Adviser at the Medical Protection Society said:

"The complaints system can be confusing for patients and inconsistent for healthcare professionals and we agree with the NAO that urgent reform is needed.

"It is worrying that only 31% of public service complainants were satisfied with the outcome of their complaint. We believe that patients should always be encouraged and supported to raise concerns with their local practice or hospital first, to get the open and honest explanation they deserve at a local level, before escalating it to the next stage.

"Recently proposed reforms could help to modernise the system. However, it is absolutely crucial that the new Ombudsman must have the expertise to understand complex clinical complaints, and have fairness to all parties at its core.

"To improve the experience for patients and the healthcare professional, the system needs to be consistent and transparent, both in the supply of information and the recommendations for redress, to instil trust for all involved. It also needs to make better use of complaints to improve care services and create long-lasting solutions to adverse issues.

"While it is vital that healthcare professionals are properly regulated, we must empower and support them to do what they are in healthcare to do – care for patients. A single incident can lead to investigations by the employer, regulator, Ombudsman and can even lead to litigation, all of which can impact on their stress levels, confidence, reputation and morale. We believe the focus should be on sharpening existing processes, instead of giving more powers to investigate healthcare professionals."

For further information please contact Kim Watson, Media Relations Manager at MPS on +44 (0) 207 399 1428 or email [email protected]