The complaints landscape is changing
The Clwyd/Hart review will put Board level - as well as clinical - leadership and culture change at the heart of NHS complaints management. As Prof Keogh said:
"There was a tendency in some of the hospitals to view complaints as something to be managed, focusing on the production of a carefully-worded letter responding to the patient’s concerns as the main output. The length of time to respond adequately to complaints was also too long in a number of the trusts, as was the simple lack of acknowledgement or apology where care was not provided to the appropriate standard."
"There was a tendency in some of the hospitals to view complaints as something to be managed, focusing on the production of a carefully-worded letter responding to the patient’s concerns as the main output. The length of time to respond adequately to complaints was also too long in a number of the trusts, as was the simple lack of acknowledgement or apology where care was not provided to the appropriate standard."
We support your complaints handlersJon Wigmore, whose background is nursing, headed up the nationally-recognised Complaints and Legal department at Guy's and St Thomas' and has worked for the Ombudsman as acting director and as a freelance investigator. More recently Jon has worked in the NHS in acute medicine.
We start from the ground up with your cases. We can free up capacity for your complaints handlers by quality assuring and writing up your investigations and action plans. We benchmark your process against NHSLA, CQC and PHSO requirements. We map the real pathways your cases travel down and identify blockages and dead ends. The message to the NHS post-Stafford is that the culture must change from "ward to Board". ch&i offers training to your people at every level. |
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