Key changes now in place

There are a number of key changes that are designed to make the procedure more accessible, responsive, independent and more closely linked to systems for improving services.

The Department will shortly be issuing a consultation paper with proposals for a new complaints system. The intention is to create a system which delivers a stronger voice for patients, in line with the overall objectives of the Government’s public sector reform programme, and which is

• demonstrably independent
• simple, integrated and consistent across organisations and agencies
• focused on the needs of patients and based on an understanding of the needs of patients, carers and staff
• staffed by well-trained people with sufficient seniority in their organisations to effect improvement
• supported by managers who are committed to learning from mistakes and to delivering specific and systematic changes to the organisations against which complaints are made.

At the heart of the programme for reform is changing attitudes to complaints so they are integral to clinical governance and service improvement. Local resolution seeks to provide prompt investigation and resolution of the complaint at local level, aiming to satisfy the complainant whilst being fair to staff. The initial response of the NHS Trust concerned to someone who feels aggrieved is often crucial in establishing the confidence that their grievance will be properly treated. If the Trust responds quickly and efficiently, there will be a better chance of early resolution. The reforms are designed to ensure the system will

• support individuals to make complaints and is responsive and flexible, so that there are a range of ways in which people can express concerns about the services they have received: PALS and Modern Matrons can each help to address people’s concerns on the spot, avoiding the need for the formal procedure
• deal positively and constructively with complaints
• learn from complaints and make improvements in services as a result.

It is a legal requirement for all trusts to provide arrangements for conciliation, mediation or other assistance, and to keeping the complainant informed of progress. How these services are organised locally, however, can differ considerably.

Next: Independent review by the Healthcare Commission