'Shaming' mistakes in complaints handling at Mid-Staffs has lessons for whole of Whitehall
14 Apr 2014 02:52 PM
In their report on complaints, the Public
Administration Select Committee (PASC) says a culture of denial and failure of
leadership in public services in handling complaints is what leads to failures
like the Mid-Staffs hospital disaster.
The
Mid-Staffs crisis, which highlighted how leadership failures to hear and
address concerns from patients, their families, and staff led to
“unspeakable disaster”, sparked the PASC
inquiry.
Opportunities to offer sufficient redress, improve
services and boost public confidence missed in poor complaints handling. PASC
calls for “single point of contact for citizens to make complaints about
Government departments or agencies”, which provides “meaningful
human support at the end of a telephone for those who need
it.”
The
Committee concludes success depends on the right leadership of public services
which values complaints as critical for improving, and learning about, their
service.
PASC often heard the words ‘complexity’ and
‘confusion’ about complaints processes. Sometimes it’s
an “appeal” or “review” or
“feedback”. The report concludes, “A complaint is a
complaint... nobody should be shy of the term ‘complaint’... Other
euphemistic terms for ‘complaint’ should be
banned.”
The
report, entitled “More Complaints Please!” says:
- How
complaints are handled determines the quality of the relationship between
consumers and public services
- The
best performing organisations welcome complaints as a way of engaging
consumers
- A
failure to recognise the importance of complaints leads to insufficient redress
for the individual, limits the impact that complaints have in improving
services, and alienates the public
Recommendations
The
Committee recommends that the Government should:
- appoint a minister for Government policy on complaints
handling to provide leadership from the top
- ensure the Cabinet Office review of complaints handling
changes attitudes and behaviour at all levels in respect of complaints
handling
- ensure ministers themselves investigate complaints MPs
raise with them, and that is not be delegated (which contributed to
ministers’ blindness about Mid Staffordshire NHS Foundation
Trust)
- create a single point of contact for citizens to make
complaints about Government departments and agencies
Committee Chair
Bernard Jenkin MP, Chair of the Committee,
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. The Francis Report gave no comfort that
the culture of denial does not exist across most of the NHS, though we hope
that is now changing.
There are encouraging signs of increased attention to
good complaints handling, but the Government itself does not comply with best
practice in complaints handling or adapting to the needs and expectations of
today’s citizen. This starts from the top. Government itself
needs to lead by example. That’s why ministerial leadership is
crucial.
Unless and until we have a culture of leadership in
public services that listens to, values and responds to complaints, from
service users and staff, there will always be the potential for tragedies like
Mid-Staffs, and opportunities to improve services and public confidence will be
missed again and again."