Learning from complaints to improve care in the NHS

Kathryn HudsonDeputy Parliamentary and Health Service Ombudsman

The Role of the Health ServiceOmbudsman • To undertake independent investigations into

complaints that the NHS

– Has not acted properly or fairly– Has provided a poor service

• Our objective is

– To provide an independent, high quality,

accessible service– To right individual wrongs– To offer a wider public benefit by

– Driving improvements to delivery

– Informing public policy

The evidence of Care and compassion?

• Highlights the gap between the ambition of the NHS Constitution and the reality of NHS care for older people

• Focussed on ten stories of older people’s experiences

• Reflects the complaints we see on a daily basis across all age groups

• In 2010-11 there were 13,625 complaints to us about NHS

The issues highlighted by the report

• Lack of nutrition and hydration

• Provision of pain medication

• Attitude of staff

• Poor communication with patients and relatives

• Dignity

• Discharge arrangements

Complainants’ experiences

• Basic standards of care not met

• People not treated as individuals

• Needs not assessed and care not planned or delivered

• Uncaring and unprofessional staff attitudes

• Complaints handled poorly

The Ombudsman’s view

• There is a gulf between the NHS Constitution, and the reality of being an older person in the care of the NHS

• This is a cultural issue about an attitude which fails to recognise the humanity and individuality of the people concerned and does not respond to them with sensitivity, compassion and professionalism

• These are not isolated cases, nor restricted to older people

A challenge to all NHS colleagues

• Actions already taken by Trusts, CQC, NHS Confederation

• Please read the report and the Ombudsman’s Principles at www.ombudsman.org.uk

• Consider what you can do to learn the lessons and improve the care for all your patients.