This item was published during the term of a previous administration that ended in April 2007
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Launch of new NHS complaints procedure
01/04/2005
A new more open approach to dealing with people's
concerns about the quality of care they receive from
NHSScotland was announced today.
Key to the new system is faster local resolution and the
chance for patients dissatisfied with that to go directly
to the Scottish Public Services Ombudsman, thus introducing
independent scrutiny at an earlier stage.
Health Minister Andy Kerr said:
"We've been listening to patients and they want to
change the current complaints system. They say it is too
confrontational, lacks real independence and takes far too
long.
"Because patients don't like to make a fuss or to draw
attention to themselves, it is also failing in its prime
objective of delivering quality improvement because many
valuable observations, worries and concerns are not
reaching the system.
"That is why from today, we have a new process to
deliver a more patient-focused NHS, an NHS which actively
seeks the views of patients and uses them to drive forward
quality improvement. The Scottish Health Council, in
operation today, will play a key part of delivering this at
local level.
"From April of this year it will be a one stage process
where a complaint should be answered in writing within 20
working days. If the person making the complaint is
dissatisfied with that response, they can immediately ask
the Ombudsman to consider their complaint.
"NHS staff have also welcomed the opportunity the new
procedure offers them of adopting a more proactive and
constructive approach of responding to patients' comments
and concerns as they arise.
"However, the emphasis of the new procedure is not just
on 'on the spot resolution'. It recognises that there will
be times when local resolution fails and there must be a
robust and independent mechanism in place to deal with
these complaints sensitively and quickly.
"That is why we are abolishing the second or
'Independent Review' stage of the procedure and allowing
people who are dissatisfied with the local resolution
process to go directly to the Scottish Public Services
Ombudsman.
"I believe that our new procedure will be easier to use,
demonstrably independent and will not only be more
patient-friendly, but will also be more effective in
driving forward the quality improvements we all seek."
The new NHS Complaints Procedure has been developed with
the full involvement of patients and NHS staff beginning
with UK-wide research between 1999 and 2001 which showed
that people wanted a speedier and more independent system
of making complaints against the NHS. The Health White
Paper, 'Our National Health; A Plan for Action, A Plan for
Change' committed us to creating a new system that is
'…credible, easy to use, demonstrably independent and
effective.'
A working group of representatives from patient groups,
local Health Councils, professional bodies and the
Ombudsman's office developed an alternative approach which
was publicly consulted on in 2003
The new Scottish Health Council will have a key role in
ensuring that these local feedback arrangements work
effectively and that the views and experiences of patients
are leading to improvements in local service delivery.