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NHS Confederation - Response to patient complaints published by Ombudsman

Phil McCarvill, Deputy Director of Policy, NHS Confederation, comments on patient complaints published by the Parliamentary and Health Service Ombudsman.

“This report includes a series of incidents that should never happen and which the NHS takes very seriously. More than ever before, the NHS is actively encouraging those who use services and its own staff to come forward with any concerns about patient care – and it does listen. It is essential that we continue to learn from these incidents and improve care for all those who use the NHS. When things do go wrong it is crucial that the family receives an apology, an explanation and a clear understanding of what lessons have been learned.

“There is also a clear role for the Ombudsman and the other national organisations to take a lead in drawing together the learning from this and other recent reports. 

“Our Commission on urgent care for older people saw examples where fundamental changes to care resulted from NHS organisations examining and learning from incidents of poor care. In each case, care was built around the needs of the individual.”

View report: http://www.ombudsman.org.uk/__data/assets/pdf_file/0010/36748/Selected-summaries-of-investigations-by-PHSO-July-to-Sept-2015.pdf

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