More progress must be made to deliver a consistently high standard of NHS complaints handling

15 January 2020

Responding to the publication of Healthwatch England’s report Shifting the Mindset – NHS Complaints, NHS Providers director of policy and strategy Miriam Deakin said:

“Complaints handling and learning from complaints remain important issues to highlight. It is through this process, underpinned by a culture of openness and transparency, that continuous improvements can be made so that the NHS can deliver high quality care for patients.

It is vital that trust boards remain autonomous in order to generate a learning organisation which is transparent and open, without an atmosphere of blame.

Miriam Deakin    Director of Policy and Strategy

“This is an area where trusts are always looking to learn. They are seeking to make wide-ranging improvements to how their staff receive, respond to and learn from feedback from patients and service users. But more progress must be made to deliver a consistently high standard of NHS complaints handling.

“Today’s report highlights the lack of clear guidance for trusts, and the focus on evidence-based learning from complaints is a constructive and welcome approach.

“It is vital that trust boards remain autonomous in order to generate a learning organisation which is transparent and open, without an atmosphere of blame.”

 

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