Learning from complaints to improve care in the NHS

1. Learning from complaints to improve care in the NHS Kathryn Hudson Deputy Parliamentary and Health Service Ombudsman

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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.