This item was published during the term of a previous administration that ended in April 2007
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NHS complaints procedures
17/02/2003
A consultation exercise designed to obtain the support
of patients and the public in developing a more effective,
easy to use, and demonstrably independent NHS complaints
procedure was announced today.
In Dundee Health Minister Malcolm Chisholm said:
"The Executive's commitment to modernising the NHS
involves a very real commitment to changing and improving
the way we involve patients in decisions about their own
care and the public in decisions about the local services
they use.
"Health service modernisation must be underpinned by the
need to look at services from the patient's point of
view.
"Because we want to help the NHS be patient focused in
all that it does today we are issuing a consultation paper
on a revised NHS complaints procedure. Making a complaint
can be stressful - for the person making the complaint and
for the staff complained against.
"A modern, person-centred healthcare system must listen
to, and act on the views of those who feel let down by the
service they have received. We must also encourage positive
feedback and be quick to learn from what patients say has
worked well for them.
"However, where a complaint is made, the proposals seek
to make the procedure easier to use, faster, fairer and
more effective. The proposed system aims to support the
person making the complaint and be fair to the staff
complained against. Most importantly, it seeks to ensure
that the NHS learns and grows positively from the
experience."
The consultation paper was developed by an advisory
group of representatives of NHS staff, public and patients
and was based on feedback from staff and patients on an
independent evaluation of the current procedure which has
been in place since 1996.
The paper details proposals which aim to simplify the
process, updating the procedure and the roles of NHS
organisations. It proposes to increase the independence of
the process by either establishing a National Complaints
Authority or involving the Ombudsman at an earlier
stage.
Other proposals to improve resolution at local
level:
- a requirement for local services to implement
protocols to ensure that the concerns and comments of
patients are heard and dealt with quickly, sensitively
and fairly
- a requirement for NHS Boards to take active
responsibility for all aspects of complaints handling
in their area
- a requirement for local Health Councils to prepare
an annual assessment of the effectiveness of the
complaints handling in their NHS Board area
Mr Chisholm explained the consultation paper at the
launch of NHS Tayside's initiative to involve patients and
the public in local decision-making in three groups for
Angus, Dundee and Perth & Kinross.
He continued:
"The Advisory Group's proposals are innovative and far
reaching, and what I have seen today confirms that NHS
Tayside is already committed to becoming the
patient-focused responsive health care system that the
advisory group wants to see established across
Scotland.
"NHS Tayside's innovative partnership with the local
authorities in the Board area, and the way they have used
this to engage and support patients and the public in
developing and improving their local health services,
exemplifies the involving, innovative, responsive approach
I want to see replicated across Scotland.
"It demonstrates that we can improve the care we offer,
if we listen to and understand the needs and wishes of the
people we serve. The people of Tayside can now see that
what they feel is important to their NHS."
The deadline for consultation responses on the
Complaints Procedure is June 2, 2003.