By Vivienne Russell | 9 November 2012
The health service ombudsman is urging the NHS to improve the way it communicates with patients after a rise in complaints.
In its report on 2011/12, published today, the ombudsman says more people are using the mediation service because of dissatisfaction with the NHS’s handling of their original complaint.
The report, Listening and learning, includes several real examples, including a man who was called a ‘baby’ by his surgeon when he expressed anxiety about having a general anaesthetic. In another example, a bereaved daughter was told: ‘Death is rarely an ideal situation for anyone.’
Ombudsman Julie Mellor said: ‘All too often the people who come to us for help are unhappy because of the careless communication, insincere apologies and unclear explanations they’ve received from the NHS.
‘A poor response to a complaint can add to the problems of someone who is unwell, struggling to take care of others or grieving. The NHS needs to get better at listening to patients and their families and responding to their concerns.’
The report also drew attention to a continuing problem of GP practices removing patients from their lists after disputes or disagreements. Although the ombudsman warned about this issue a year ago, complaints about GPs have risen by 16%.
Mellor said a shift in the attitude of some GPs was a ‘priority’. She added: ‘As the new NHS begins to take shape, GPs and other providers, GP-led clinical commissioning groups and the NHS Commissioning Board will need to work to embed good complaint handling across the NHS.’
Responding to the report, NHS Confederation chief executive Mike Farrar said it provided ‘invaluable information’ about where NHS organisations needed to do better.
‘We should encourage feedback from patients and families. Only by having a two-way dialogue and seeing complaints as positive can we change patient experience,’ he said.
The health service ombudsman is urging the NHS to improve the way it communicates with patients after a rise in complaints.
In its report on 2011/12, published today, the ombudsman says more people are using the mediation service because of dissatisfaction with the NHS’s handling of their original complaint.
The report, Listening and learning, includes several real examples, including a man who was called a ‘baby’ by his surgeon when he expressed anxiety about having a general anaesthetic. In another example, a bereaved daughter was told: ‘Death is rarely an ideal situation for anyone.’
Ombudsman Julie Mellor said: ‘All too often the people who come to us for help are unhappy because of the careless communication, insincere apologies and unclear explanations they’ve received from the NHS.
‘A poor response to a complaint can add to the problems of someone who is unwell, struggling to take care of others or grieving. The NHS needs to get better at listening to patients and their families and responding to their concerns.’
The report also drew attention to a continuing problem of GP practices removing patients from their lists after disputes or disagreements. Although the ombudsman warned about this issue a year ago, complaints about GPs have risen by 16%.
Mellor said a shift in the attitude of some GPs was a ‘priority’. She added: ‘As the new NHS begins to take shape, GPs and other providers, GP-led clinical commissioning groups and the NHS Commissioning Board will need to work to embed good complaint handling across the NHS.’
Responding to the report, NHS Confederation chief executive Mike Farrar said it provided ‘invaluable information’ about where NHS organisations needed to do better.
‘We should encourage feedback from patients and families. Only by having a two-way dialogue and seeing complaints as positive can we change patient experience,’ he said.
