Learning from complaints to
improve care in the NHS
Kathryn Hudson
Deputy Parliamentary and Health Service Ombudsman
The Role of the Health Service
Ombudsman
• 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.