NHS complaints system blasted
A review into how the NHS handles complaints has called for a "revolution" in the way it deals with complaints after hearing there is a "toxic cocktail" that prevents concerns being heard and addressed.
NHS complaints system needs 'revolution', review finds
A review into the NHS complaints system has concluded that there must be a "revolution".
The report, led by Labour MP Ann Clwyd, found that people think there is a "lack of independence" in the current system, with the way many hospitals handle complaints akin to "marking their own homework".
Patients and their families are reluctant to complain about bad care and hospitals are too "defensive" to hear and address concerns, the review found.
The report concluded that it should not be "painful or difficult" to complain about poor care. It made a string of recommendations from patients' bedsides to hospital board room.
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