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New Streamlined Health And Social Care Complaints System, UK
Early-Adopter sites to trial system ahead of national roll-out in
April 2009
A new unified complaints system for health & social care which will
make it easier for people to complain when things go wrong was
unveiled by Health Minister Ann Keen.
A simple two-stage complaints system focused on local resolution and
then - if unresolved - an investigation by the Health or Local
Government Ombudsman will replace the often lengthy and bureaucratic
procedures currently in place**.
At the moment, there are separate complaints procedures for health &
adult social care which make it particularly difficult for people who
use a combination of services to make a complaint or for those
services to respond.
The new arrangements will make the whole experience of making a
complaint simpler, more user-friendly and far more responsive to
people's needs. It also emphasises that health and social care
services should routinely learn from complaints, feeding into
service improvement.
The announcement follows a four-month consultation on proposals to
reform the complaints system. This April, Early-Adopter sites will
trial the new arrangements for six months before being rolled-out
nationally in April 2009. There will be at least one Early-Adopter
site in each SHA.
Health Minister Ann Keen said:
"I know that people find the current complaints system confusing.
Some may also avoid complaining because they feel too intimidated or
worry about damaging their relationship with their GP or social
worker. This must change.
"This new streamlined approach will remove the need to follow a rigid
set of procedures and replace them with a more open, flexible and
personal service. It makes sense for everyone to use a more locally
based system for complaints - one the public feel they can trust. It
is in the interests of health and social care providers to be more
accountable to their local communities.
"This new system will ensure organisations take complaints seriously
and that Boards understand the benefits of dealing with complaints
effectively and the consequences if they don't."
The new unified health and social care arrangements aim to:
- resolve complaints locally - there will be a more personal and
flexible approach to handling complaints;
- ensure early and effective resolution, and robust handling of all
cases not just those which are more complex;
- make sure people with complaints have access to effective support -
this is particularly important for people who find it difficult to
make their views heard,
- give people the option of going direct to their primary care trust
with a complaint about their GP, instead of complaining directly to
the GP;
- give people the option of going direct to their local authority
with a complaint where the care has been arranged by the local
authority;
- ensure organisations improve the services they provide by routinely
learning from people's experiences.
With the emphasis on effective and robust resolution and with
independence available through the Ombudsmen, the additional
independent review of NHS complaints, currently carried out by the
Healthcare Commission, will no longer be necessary.
Ann Abraham, Parliamentary & Health Service Ombudsman, and Tony
Redmond, Local Government Ombudsman said:
"The Parliamentary and Health Service Ombudsman and the Local
Government Ombudsmen together welcome this important step towards an
integrated approach to health and social care complaints. We are
confident that the early-adopter sites will yield valuable lessons
for the future. The simpler system that is being developed will be
more responsive for the complainant and will also help to improve
services for all patients and service users."
Marcia Fry, the Healthcare Commission's Head of Operational
Development, said:
"We welcome and fully support the introduction of a new complaints
system that will see more complaints resolved at a local level - we
know that is what patients want. The Commission has highlighted this
as an issue for some time.
"We know from our audit of complaints handling that NHS trusts are
still struggling to act on and learn from complaints - the early
adopters therefore have an important role in getting this right and
ensuring that the new system is a success."
Notes
1. 'Making Experiences Count: The proposed new arrangements for
handling health and social care complaints' is available to download
from the Department of Health website: http://www.dh.gov.uk
2. It fulfils the commitment in "Our health our care our say" to
develop a single complaints system across health and social care
focussed on resolving complaints locally with a more personal and
comprehensive approach.
3. The four month consultation on proposals to reform the complaints
system closed on 17th October 2007. The Department received more than
350 responses.
4. ** Current system for NHS complaints
There are currently three stages that a complaint can go through if
it is not resolved to the complainant's satisfaction:
- Local Resolution by the provider organisation
- Investigation by the Healthcare Commission
- Investigation by the Health Service Ombudsman
** Current system for Social Care complaints
There are currently four stages in the social care complaints
process:
- Local Resolution by the service provider
- Independent investigation by a single investigator
- Independent Review Panel
- Review by Local Government Ombudsman
5. The NHS carries out 380million treatments a year, and receives
140,000 complaints.
6. The Health Service Ombudsman considers complaints about poor
treatment or services provided through the NHS in England. She is
independent and impartial and her services are free.
7. Reform of the complaints system is part of a wider strategy to
give patients a stronger voice. From April, Local Involvement
Networks (LINk) are being set-up in every area to make it easier for
communities to talk with the people who run care services and to
scrutinise their work. These will be run by local individuals and
patients' groups. From May, a strengthened duty on the NHS to involve
patients in decisions about service changes will also come into
force.
http://www.dh.gov.uk
Noua dinamicã a sociale de sãnãtate ºi de îngrijire sistem de reclamaþii, Marea Britanie - New Streamlined Health And Social Care Complaints System, UK - articole medicale engleza - startsanatate