Complaints And Raising Concerns
HC 350, Fourth Report of Session 2014-15 - Report, Together with Formal Minutes Relating to the Report
- House of Commons - Health Committee
- TSO (The Stationery Office)
The report 'Complaints And Raising Concerns (HC 350)' concludes that most of those who complain about NHS services do not seek financial redress; they do so because they wish to have their concerns and experiences understood, and for any failings to be acknowledged and put right - so that others do not suffer the same avoidable harm.
The current system for complaints handling remains variable. Too many complaints are mishandled with people encountering poor communication or at worst, a defensive and complicated system which results in a complete breakdown in trust and a failure to improve patient safety.
The Committee suggests that where errors occur, patients require a system which is:
open to complaints;
provides support through the process; and
delivers a timely apology, explanation and a determination to learn from mistakes.
The Committee welcomes the progress made since their last report but also makes a number of recommendations where further action is required.
|Format||Paperback||Published||21 Jan 2015|
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