The NHS’s internal system of handling patients’ complaints is broken, argues a new government report published by a commission headed by Labour MP Ann Clwyd. Patients who file a complaint about matters such as staff rudeness, neglect, poor quality of care etc. often find that their concerns are delayed, played down, met with defensiveness or denial, and ultimately remain inconsequential. This represents a major failure because if complaints from patients and carers had been taken seriously, the calamities of Mid Staffordshire might have been prevented, and so would many other less well-known cases of collapses in care standards.
Read the full blog post hereSource: http://www.iea.org.uk/blog/we-need-more-hospital-bankruptcies-not-procedural-changes
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