MPs Call For Change NHS Complaint Culture

A Group Of MPs Has Called On The NHS To Learn The Lessons Of The Stafford Hospital Scandal

14.04.2014

A number of public services including the NHS must learn the lessons of the Stafford Hospital scandal, according to a group of influential MPs.

Politicians on the Commons Public Administration Select Committee want a number of changes to be put in place to encourage members of the public to complain about the services they receive.

According to the lawmakers, not enough is being done at present to help people to raise issues when they are cared for at hospitals, something which has previously been identified as a contributing factor to the Stafford Hospital scandal, where dozens of elderly patients were neglected by nurses and doctors.

In its report, the Commons Public Administration Select Committee said the NHS failed to "hear both the complaints of patients and their families and the complaints of their own staff" during the Mid Staffs care scandal, which led to an "unspeakable disaster", reports the BBC.

Bernard Jenkin, Committee chairman, said: "There needs to be a revolution in the way public services are run, and how the public perceives government. As things are, most people believe there is no point in complaining."

"The shocking collapse of care at Mid Staffs hospital should be a warning to the whole public sector that too many managers in public services are in denial about what their customers and their staff think about them."

But despite the failures of the past, the Commons Public Administration Select Committee believes things can be improved if the public are brought closer to public services and allowed to make their thoughts known on how well hospitals and GPs surgeries are doing.

A government spokesperson told the BBC the coalition is committed to improving public services and will do all it can to make sure people have their say when they are wronged or let down.

But Labour claims the Conservatives and Liberal Democrats are not doing enough in this regard, arguing that budget cuts have made the job of the NHS much harder.

Expert Opinion
It is important that there is a proper system in place so that patients can raise their concerns about a service within the NHS. This is essential in terms of moving forward from the scandals reported from the Mid Staffordshire Trust.

“Patient safety, treatment standards and general facilities are all key factors which need to be improved and maintained to ensure that patients receive the very best care possible.

“We work with people on a daily basis who have been affected by poor or substandard care through NHS facilities and it is important that lessons are learned from this scandal and that patient care and wellbeing is never compromised in the future.”
Lisa Jordan, Partner