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| Poor communication fuels rise in NHS complaints | Poor communication fuels rise in NHS complaints |
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| By Caroline Parkinson Health editor, BBC News website | By Caroline Parkinson Health editor, BBC News website |
| "Careless", "insincere" and "unclear" communication has fuelled a surge in complaints against the NHS in England, the health service ombudsman has said. | "Careless", "insincere" and "unclear" communication has fuelled a surge in complaints against the NHS in England, the health service ombudsman has said. |
| Her report says the NHS needs to improve the way it deals with patients unhappy with the care they have had. | Her report says the NHS needs to improve the way it deals with patients unhappy with the care they have had. |
| It also highlights an increase in complaints about independent providers offering care to NHS patients. | It also highlights an increase in complaints about independent providers offering care to NHS patients. |
| A patients' group said the NHS needed a "cultural change" in the way it handled complaints. | A patients' group said the NHS needed a "cultural change" in the way it handled complaints. |
| The health service ombudsman is a "last port of call" for people unhappy with their NHS care or with how a complaint has been handled locally. | The health service ombudsman is a "last port of call" for people unhappy with their NHS care or with how a complaint has been handled locally. |
| In all, it received 16,333 complaints in the year 2011-12. | In all, it received 16,333 complaints in the year 2011-12. |
| But just under 11,000 of those were redirected to other organisations or back into the NHS complaints system. | But just under 11,000 of those were redirected to other organisations or back into the NHS complaints system. |
| Another 1,000 were withdrawn by the complainant. | Another 1,000 were withdrawn by the complainant. |
| The ombudsman investigated 4,399. | The ombudsman investigated 4,399. |
| 'Clear shift' needed | 'Clear shift' needed |
| This report, by the new ombudsman, Julie Mellor, says there has been a significant rise, when compared with the previous year, in the number of complaints where the NHS failed to adequately deal with situations when things have gone wrong. | This report, by the new ombudsman, Julie Mellor, says there has been a significant rise, when compared with the previous year, in the number of complaints where the NHS failed to adequately deal with situations when things have gone wrong. |
| It says there was a 50% rise in incidents where the NHS did not acknowledge mistakes in care, up from 1,014 to 1,523. | It says there was a 50% rise in incidents where the NHS did not acknowledge mistakes in care, up from 1,014 to 1,523. |
| And there was a 42% rise in complaints about inadequate remedies, such as poor apologies, being offered, up from 1,163 to 1,655. | And there was a 42% rise in complaints about inadequate remedies, such as poor apologies, being offered, up from 1,163 to 1,655. |
| There was also a 61% rise in complaints about independent providers - up from 169 to 272 | There was also a 61% rise in complaints about independent providers - up from 169 to 272 |
| And it says there is a continuing problem of GPs striking patients off their lists "unfairly or hastily". | And it says there is a continuing problem of GPs striking patients off their lists "unfairly or hastily". |
| The previous year's ombudsman's report issued a warning to family doctors about dismissing patients, but this latest report says despite that, complaints of this kind have increased by 16%. | The previous year's ombudsman's report issued a warning to family doctors about dismissing patients, but this latest report says despite that, complaints of this kind have increased by 16%. |
| Ms Mellor said in her report that there needed to be a "clear shift in attitude and practice" among some GPs. | Ms Mellor said in her report that there needed to be a "clear shift in attitude and practice" among some GPs. |
| She said: "All too often the people who come to us for help are unhappy because of the careless communication, insincere apologies and unclear explanations they've received from the NHS. | She said: "All too often the people who come to us for help are unhappy because of the careless communication, insincere apologies and unclear explanations they've received from the NHS. |
| "A poor response to a complaint can add to the problems of someone who is unwell, struggling to take care of others or grieving. | "A poor response to a complaint can add to the problems of someone who is unwell, struggling to take care of others or grieving. |
| "The NHS needs to get better at listening to patients and their families and responding to their concerns." | "The NHS needs to get better at listening to patients and their families and responding to their concerns." |
| 'Not doing enough' | 'Not doing enough' |
| Katherine Murphy, chief executive of the Patients Association, said: "This important report makes clear that the NHS is still failing to communicate properly with patients and relatives, with a shocking 50% rise in complaints about poor communication. | Katherine Murphy, chief executive of the Patients Association, said: "This important report makes clear that the NHS is still failing to communicate properly with patients and relatives, with a shocking 50% rise in complaints about poor communication. |
| Ms Murphy added: "A cultural change in how the NHS handles and responds to concerns from patients, as well as more active promotion of patients' rights through the NHS constitution is now needed urgently." | Ms Murphy added: "A cultural change in how the NHS handles and responds to concerns from patients, as well as more active promotion of patients' rights through the NHS constitution is now needed urgently." |
| Dr Peter Carter, General Secretary of the Royal College of Nursing, said: "This report shows that too often mistakes are compounded by the poor handling of complaints. Sometimes they're simply ignored or dismissed, and other times the lessons are just not learned." | Dr Peter Carter, General Secretary of the Royal College of Nursing, said: "This report shows that too often mistakes are compounded by the poor handling of complaints. Sometimes they're simply ignored or dismissed, and other times the lessons are just not learned." |
| He said the NHS needed to make a "concerted effort" to improve how it dealt with complaints." | He said the NHS needed to make a "concerted effort" to improve how it dealt with complaints." |
| Mike Farrar, chief executive of the NHS Confederation, which represents trusts, said: "Of the 16,333 complaints that the health ombudsman received, over two-thirds were sent back to local organisations because they had not completed the NHS complaints procedure. | Mike Farrar, chief executive of the NHS Confederation, which represents trusts, said: "Of the 16,333 complaints that the health ombudsman received, over two-thirds were sent back to local organisations because they had not completed the NHS complaints procedure. |
| "This suggests that we are not doing enough to resolve things at an early stage and communicate with people about how they can raise their concerns. | "This suggests that we are not doing enough to resolve things at an early stage and communicate with people about how they can raise their concerns. |
| Health Minister Dr Dan Poulter said: "If things go wrong, some NHS organisations respond to complaints better than others. This is something that the NHS must improve." | Health Minister Dr Dan Poulter said: "If things go wrong, some NHS organisations respond to complaints better than others. This is something that the NHS must improve." |
| He said more stringent rules on complaints handling were being proposed under the new NHS constitution, and that a new body, HealthWatch, was being introduced to represent patients within the NHS. | He said more stringent rules on complaints handling were being proposed under the new NHS constitution, and that a new body, HealthWatch, was being introduced to represent patients within the NHS. |