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| Version 1 | Version 2 |
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| Safety dominates NHS complaints | Safety dominates NHS complaints |
| (about 18 hours later) | |
| Complaints about patient safety and the care of dying patients dominate those referred on to England's NHS watchdog. | Complaints about patient safety and the care of dying patients dominate those referred on to England's NHS watchdog. |
| The Healthcare Commission - which is to crack down on NHS trusts which handle complaints badly - analysed 16,000 complaints received since July 2004. | The Healthcare Commission - which is to crack down on NHS trusts which handle complaints badly - analysed 16,000 complaints received since July 2004. |
| Cases included a child getting the wrong injections and a bereaved family being shown the wrong body. | Cases included a child getting the wrong injections and a bereaved family being shown the wrong body. |
| NHS trusts said the fact 90% of complaints were handled locally showed good systems were in place. | NHS trusts said the fact 90% of complaints were handled locally showed good systems were in place. |
| This is about basic measures - it's not about more money Marcia Fry, Healthcare Commission Family's care concern | This is about basic measures - it's not about more money Marcia Fry, Healthcare Commission Family's care concern |
| The commission will audit 50 trusts, including those found to have failed to resolve enough complaints at local level. | |
| The worst trusts could see their annual health check rating fall. A weak rating means a trust cannot bid for foundation trust status. | The worst trusts could see their annual health check rating fall. A weak rating means a trust cannot bid for foundation trust status. |
| The best performers will also be analysed to see what they are doing well. | The best performers will also be analysed to see what they are doing well. |
| About 100,000 complaints are made annually about NHS care. | About 100,000 complaints are made annually about NHS care. |
| Before the Healthcare Commission took on responsibility for handling those complaints which are not resolved at local level, about 3,000 a year went to local independent conciliation. | Before the Healthcare Commission took on responsibility for handling those complaints which are not resolved at local level, about 3,000 a year went to local independent conciliation. |
| The commission now deals with about 8,000 unresolved complaints a year. | The commission now deals with about 8,000 unresolved complaints a year. |
| Just under 70% of those complaints within the commission's jurisdiction were upheld in favour of the patient. | Just under 70% of those complaints within the commission's jurisdiction were upheld in favour of the patient. |
| Audit | Audit |
| The commission found that just under a quarter of all the complaints it dealt with involved safety concerns, such as a failure to properly manage problems after childbirth. | The commission found that just under a quarter of all the complaints it dealt with involved safety concerns, such as a failure to properly manage problems after childbirth. |
| Half of complaints about hospital care related to the care of a patient who was dying. Families complained about receiving contradictory information about their relative's condition and about having too little time to prepare for a loved one's death. | Half of complaints about hospital care related to the care of a patient who was dying. Families complained about receiving contradictory information about their relative's condition and about having too little time to prepare for a loved one's death. |
| There was also one complaint by a family who were given a relative's possessions in a black bin-bag. | There was also one complaint by a family who were given a relative's possessions in a black bin-bag. |
| In relation to GP care, the biggest concern was around misdiagnosis or delays in referring patients, accounting for 66% of complaints. | In relation to GP care, the biggest concern was around misdiagnosis or delays in referring patients, accounting for 66% of complaints. |
| Healthcare Commission chief executive Anna Walker said: "Complaints represent the raw feelings of patients and the NHS must listen and learn from them. | Healthcare Commission chief executive Anna Walker said: "Complaints represent the raw feelings of patients and the NHS must listen and learn from them. |
| "At the centre of each one is an individual who has genuinely suffered. | "At the centre of each one is an individual who has genuinely suffered. |
| "Too often, this was not just because of what went wrong but because of the way people were dealt with." | "Too often, this was not just because of what went wrong but because of the way people were dealt with." |
| Marcia Fry, who oversees complaint investigations at the commission, said: "This is about basic measures. It's not about more money. | Marcia Fry, who oversees complaint investigations at the commission, said: "This is about basic measures. It's not about more money. |
| "We are perplexed as to why they have not already been implemented." | "We are perplexed as to why they have not already been implemented." |
| However, Lancashire Teaching Hospitals NHS Trust - one of those named as a poor performer - "categorically refuted" the commission's figures. | However, Lancashire Teaching Hospitals NHS Trust - one of those named as a poor performer - "categorically refuted" the commission's figures. |
| A spokesman said: "The Healthcare Commission has inaccurately tried to portray us in a bad light at resolving such issues locally." | A spokesman said: "The Healthcare Commission has inaccurately tried to portray us in a bad light at resolving such issues locally." |
| 'Frustration' | 'Frustration' |
| However, patient groups warned the level of complaints to the commission vastly underestimated the real level of concern. | However, patient groups warned the level of complaints to the commission vastly underestimated the real level of concern. |
| A spokeswoman for the Patients Association said: "The number of patients who are dissatisfied with the way in which complaints are currently handled, will be far higher than those who choose to make a formal complaint; the process is cumbersome and time-consuming. | A spokeswoman for the Patients Association said: "The number of patients who are dissatisfied with the way in which complaints are currently handled, will be far higher than those who choose to make a formal complaint; the process is cumbersome and time-consuming. |
| "Many patients and their families become frustrated and simply give up." | "Many patients and their families become frustrated and simply give up." |
| And Gordon Lishman, director general of Age Concern added: "The nature of the complaints received shows a distressing picture of safety and dignity of patients being ignored. | And Gordon Lishman, director general of Age Concern added: "The nature of the complaints received shows a distressing picture of safety and dignity of patients being ignored. |
| But Gill Morgan, chief executive of the NHS Confederation which represents the majority of NHS trusts, said: "Over 90% of complaints are handled at a local level, so most trusts have good systems in place to respond to patients and their families quickly and appropriately." | But Gill Morgan, chief executive of the NHS Confederation which represents the majority of NHS trusts, said: "Over 90% of complaints are handled at a local level, so most trusts have good systems in place to respond to patients and their families quickly and appropriately." |
| Health Minister, Lord Hunt said: "Dealing with complaints in a quick and effective manner is central to top quality patient care and is something that every NHS organisation should take seriously." | Health Minister, Lord Hunt said: "Dealing with complaints in a quick and effective manner is central to top quality patient care and is something that every NHS organisation should take seriously." |
| He said the Healthcare Commission would continue to work to tackle a backlog of complaints and the department would continue to monitor its performance. | He said the Healthcare Commission would continue to work to tackle a backlog of complaints and the department would continue to monitor its performance. |