Title: Trusts are still failing to handle complaints effectively, says commission
Abstract: NHS trusts in England are still not handling patients’ complaints effectively, lessons are not being learnt, and patients continue to complain about the same issues year after year. These are the conclusions of the Healthcare Commission in its valedictory report this week.
When something goes wrong, trusts fail to give a full explanation of what happened, fail to interview staff involved in the incidents, pepper their communications with medical jargon, and too often give grudging apologies, the report says.
The commission was designated in 2004 as the second stage of a three stage complaints process. Patients were to complain first to the local healthcare provider and then ask the commission for a review if …
Publication Year: 2009
Publication Date: 2009-02-17
Language: en
Type: article
Indexed In: ['crossref']
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